A 5-step framework for developing a customer service strategy
Posted: Thu Feb 13, 2025 9:16 am
This level of efficiency has two advantages for your business. First, customers benefit from fewer transfers and escalations, leading to shorter waiting times. Second, support teams can perform their best work without the hassle of internal back-and-forths, creating better agent experiences.
Together, these create a positive feedback loop that self employed data continuously drives better experiences for customers and agents.
It builds brand reputation
According to our most recent social media industry report, building brand reputation and loyalty is the top priority for marketers across industries, with 66% of businesses prioritizing it in today’s economic environment.
Businesses that want to increase their market share over the next few years are putting a renewed focus on their customer service offerings–and with good reason. An effective customer service approach builds and protects your brand reputation through the good times and the bad.
When things are going well, you can use audience sentiment data to identify what customers are loving. For example, maybe people really love that your agents take the time to personalize responses. You can use this knowledge to integrate similar personalization techniques into other aspects of your strategy.
If the market dips or a crisis strikes, a positive brand reputation can serve as a shield from lasting damage. Customers who have had positive experiences with your brand are more likely to extend their goodwill and remain loyal.
Developing an exceptional customer service strategy requires intentional collaboration and planning from start to finish. Follow this step-by-step guide to ensure all stakeholders are aligned on the actions that will create better customer experiences.
Bonus resource: Great customer service strategies aren’t built in a vacuum. Use this free social media customer service training deck to align marketing and service teams around a defined set of shared goals.
Get the template
1. Develop a shared vision for customer service
What does customer-centricity look like at your business? I bet if you ask a few different people, you’d get a few different answers. And you can’t achieve a company-wide customer service goal when every customer-facing team is running at different objectives. That’s why it’s so important to begin this process by establishing a shared vision for your company’s customer service approach.
Together, these create a positive feedback loop that self employed data continuously drives better experiences for customers and agents.
It builds brand reputation
According to our most recent social media industry report, building brand reputation and loyalty is the top priority for marketers across industries, with 66% of businesses prioritizing it in today’s economic environment.
Businesses that want to increase their market share over the next few years are putting a renewed focus on their customer service offerings–and with good reason. An effective customer service approach builds and protects your brand reputation through the good times and the bad.
When things are going well, you can use audience sentiment data to identify what customers are loving. For example, maybe people really love that your agents take the time to personalize responses. You can use this knowledge to integrate similar personalization techniques into other aspects of your strategy.
If the market dips or a crisis strikes, a positive brand reputation can serve as a shield from lasting damage. Customers who have had positive experiences with your brand are more likely to extend their goodwill and remain loyal.
Developing an exceptional customer service strategy requires intentional collaboration and planning from start to finish. Follow this step-by-step guide to ensure all stakeholders are aligned on the actions that will create better customer experiences.
Bonus resource: Great customer service strategies aren’t built in a vacuum. Use this free social media customer service training deck to align marketing and service teams around a defined set of shared goals.
Get the template
1. Develop a shared vision for customer service
What does customer-centricity look like at your business? I bet if you ask a few different people, you’d get a few different answers. And you can’t achieve a company-wide customer service goal when every customer-facing team is running at different objectives. That’s why it’s so important to begin this process by establishing a shared vision for your company’s customer service approach.