How Organizations in the Retail, Healthcare, and Financial Services Industries are Pioneering Customer Experience
by Kurt Schroeder
In 2020, many organizations were forced to reassess and reprioritize plans to support pandemic-related consumer and marketplace shifts. Avtex was no exception. When COVID-19 hit, our organization enacted new strategic priorities to preserve job security and triage the needs of our clients.
Throughout the pandemic, Avtex continued to build client relationships, bring in new market share and grow our business. Here are the tried-and-true strategies we leverage to consistently deliver value to our clients and grow our business, even during a national crisis.
When the pandemic struck, Avtex prioritized the delivery of solutions and support that would help our current clients address the changing needs of their business and consumers. Avtex strives to deliver strategic value to our current clients, even above attracting new clients and markets. Building more intimate and relevant relationships with clients is the most important element in driving long-term value for the business, above all else. Ensuring the growth and stability of your clients, especially during trying times, will strengthen an already strong partnership and help secure the future success of your business.
Strong client relationships involve the following key elements:
Prioritizing clients’ needs will lead to life-long value for your business. Brand loyalty, cross-sales opportunities and peer advocacy all result from strong client relationships, which will in turn attract more business with current a prospective clients.
The most competitive businesses address the trends and concerns of today, while always thinking ahead to ‘what’s next’, even when in crisis-mode. In fact, crises oftentimes present even more of a need to think ahead to consumer expectations and marketplace needs post-crisis. Having a growth-minded, forward-thinking business model that is true to your brand will enable you to remain competitive, whatever comes.
Forward-thinking organizations share the following qualities:
Thinking ahead to the future needs of your consumers and determining how your business can evolve to deliver on those, versus just addressing the needs of today, is the differentiator between a business that’s surviving and a business that’s thriving.
Thinking ahead to the future is one thing, but being able to act on those future needs is another. Businesses will need a strong, agile infrastructure to quickly adapt to the needs of their internal and external audiences. Business operations can make or break experiences for your clients, customers or employees, which in turn can make our break your organization’s ability to deliver excellence.
The following operational components will help facilitate excellence:
The through-line of the above recommendations is this: the wants of your internal and external audiences should be given equal weight when establishing new operational efficiencies. Your employees, clients and customers should have access to tools, information and solutions that support their needs and amplify their experiences in a meaningful way. A business cannot deliver real, impactful value to any one group without considering the other.
Once upon a time, brands competed with others business within their specific sector (financial services, retail, etc) for consumer attention and business. That is no longer the case. With the growth in digitization, which was accelerated during the pandemic, businesses now must compete with brands spanning all industries, at a global scale. Now more than ever, consumers judge a brand by comparing it to their last best experience, no matter where it was held.
As such, customer experience (CX) has become a topmost priority and key differentiator for today’s most competitive brands. These brands understand that a successful CX strategy requires technologies and processes as well as a team or partnership to execute on these operational elements! Organizations that can consistently deliver exceptional, memorable experiences will be most successful at staying ahead of the pack, no matter what they are selling or who they are competing against.
The following strategic elements are needed to deliver competitive CX:
CX Foundation & Design
CX Orchestration & Enablement
Avtex aims to model exceptional CX for our clients and customers, delivering on this mission from within. We continue to mature our business so that we may continue to deliver the same exceptional experiences that we advocate.
Here are some of the ways Avtex has continued to grow and evolve:
CX Design & Orchestration
Avtex is in the business of helping our clients feed exceptional experiences through the right solutions, operations, culture and relationships. As such, we are committed to delivering on these same priorities so we can help our clients execute on theirs. We are proud of the success and growth we have achieved for our business and the businesses of our clients, and we will continue to strive for excellence in the years to come.