At Bose, they believe “sound is power.” So when I recently called Support for assistance in reconnecting, I was amazed by the poor sound quality of the agents. Was it horrible? No. But when you call a company that is built around sound, you would expect to have a crystal clear conversation. While agents were polite, well trained, and helpful, I couldn’t get past the poor sound quality and difficulty (3 calls and 2 hours) I had reconnecting my speakers. Add in that the speakers constantly disconnect and require a time consuming setups over and over, I was close to calling it a day and looking at the competition’s products. It struck me, what a great example of how a client experience (CX) goes beyond customer service.

What differentiates client experiences? The answer lies in going beyond the basic service and product and embracing the principles that constitute a seamless and personalized experience.

Loyalty through CX

While customer service may please a customer temporarily, CX is the secret to fostering loyalty. The challenge is not just gaining customers but keeping them by consistently delivering a superior experience. Loyalty is born from connections, making customers not just tolerate a brand but love it. In my example, my frustration with the constant “disconnects” of my wireless speakers is leading me to look at the competition’s products. Why? Because when I want to stream music, I often spend 20 minutes reconnecting the speakers. Streaming should be all about ease and simplicity.  Picture me trying to prepare dinner for the kids, trying to flip on some music…and it doesn’t work. The added interruption causes frustration, leading to either not using the product or considering something else. Enter—lack of loyalty.

Overcoming Obstacles

CX leaders face several challenges that hinder the pursuit of excellence. For instance, you need to ensure your technology supports a customer-first approach.

A wonky app and tech that breaks down often leads to frustration, even though the product itself is excellent.  One way to do this is to break down barriers between teams to ensure seamless information sharing. While the Agents were supportive, I had to repeat the issue over and over to 3 different agents. The first agent you get redirects your call to a new agent…and you have to explain the situation over again. Recognizing this isn’t easy to do; it’s essential that a company’s leadership prioritizes and integrates CX into the organizational culture.

The Role of Technology in CX

Make no mistake, the sound quality of the speakers is outstanding. The Product itself is excellent. Every speaker I have owned has been incredibly impressive. They get the complicated scientific part right. But both the app and the speakers need constant updating. Is it worth it? Or should customers look somewhere else for a seamless experience? This is why leadership must champion technology that enables seamless experiences. From user-friendly apps to customer-centric websites, every tech solution should prioritize the customer’s experience.

Rules for CX Success

Deepen Relationships: CX goes beyond transactions to establish deep connections. Seamless experiences that make it easy to do business with you generate customer loyalty. 

Know and Show You Know the Customer: Understand customers and demonstrate this knowledge in interactions. Only one agent was able to pull up my information and see all three products I have registered with the company. 

Value the Customer: Proactively save customers time and add value to their experience.

This simple example highlights how differentiating customer service is about going beyond the ordinary. By embracing the principles of CX, organizations can build lasting connections, foster loyalty, and create experiences that customers don’t just appreciate but love. Are you embracing CX right now? I can’t hear you….