In addition to responding to customers once they report an issue,
either through self-service or assisted service, great customer
experiences are fostered by proactive service. This means keeping
customers informed through notifications, guided tours, and FAQs. It
also means detecting when an issue has arisen that impacts customers,
notifying them proactively while addressing the issue, and developing
capabilities to predict issues so they can be prevented entirely.
The more an excellent CX is delivered, the more likely customers are
to repeat business, leave positive reviews, and spread their experience
through word of mouth. Conversely, a bad CX can lead to the loss of
business in the same ways that business can be gained—thus, the bottom
line is improved and positive experiences are reflected in revenue gain.