The dynamics of customer service are rapidly evolving. Andy Yost of CMO predicts that “2018 will be the year of servicing consumer needs before they even arise.” It seems that businesses are listening to him.
Many brands are optimizing their support operations to “deliver impactful customer experiences.” Although well-intentioned, the efforts are misplaced. This blog post argues that instead of chasing customer service at all costs, business should instead focus on monetization.
Your support department can be transformed from a cost center into a revenue generator without any detrimental effect on customer service. In fact, going agile will not only improve the customer experience, it will save you money and drive revenue.
Adopting agile has become essential because cloud-powered subscription economy is gradually eroding customer loyalty. Instead of buying from a brand, consumers shop from multiple brands, sometimes simultaneously.
In this blog post, we will explore five ways to go agile and monetize your service functions. The methods have been divided into two categories: Direct and Indirect.