A Customer Service Strategy draws on a deep understanding of your customers and their needs to identify what needs to be done to attract, engage, and retain satisfied customers. Focused on improving your customers’ experience at every interaction with your brand at all stages of the customer journey, a Customer Service Strategy clarifies the customer service standards for your business and addresses tactics to embed these standards within the company culture. It also addresses how customer satisfaction will be measured, evaluated, and improved over time.
A true Customer Service Strategy is not finite nor is it something you set and forget. Rather, it is ever evolving, with regular monitoring of customer satisfaction and collection of feedback, to inform changes and strategies moving forward.