Tom Gooley, the Chief Operating Officer at Cetera, is focused on bringing together teams to deliver exceptional customer experiences that drive growth in the fast-paced customer service environment. With technology advancing rapidly, businesses need to continuously improve the ease of interaction with clients to meet their expectations for speed and efficiency. Gooley, drawing on his experience in investment banking and financial services, shares three customer service strategies for businesses to stay ahead of the curve.
First, businesses should simplify their service solutions to make them more intuitive and user-friendly. By centralizing and streamlining platforms, companies can enhance the customer experience and drive better outcomes. For example, at Cetera, they have simplified their servicing platforms and financial advisor portal to unify their communities under one platform. This initiative has resulted in increased adoption rates and improved customer experience metrics across the board.
Secondly, service leaders should focus on streamlining their organization’s customer service functions to operate in a cohesive ecosystem. By evaluating and updating processes, companies can create a one-stop-shop model for customers to find the solutions they need. For instance, conducting an audit of content and streamlining it can lead to greater efficiency and clarity for both clients and employees.
Another key strategy is to always listen to feedback from employees and clients to improve service reliability. By creating a system where clients receive consistent high-quality solutions, businesses can enhance their customer service standards. Training customer service agents to become experts in specific topics and processes, and routing calls based on specialization, can help address complex questions quickly and efficiently.
By implementing these strategies, businesses can leverage a powerful trio of approaches to improve customer service results in the long term. Simplifying, streamlining, and listening to feedback are key components of a successful customer service strategy. As customer service leaders plan for the future, adopting these strategies can help drive growth and improve customer satisfaction. Forbes Business Council offers resources and networking opportunities for business owners and leaders looking to improve their customer service strategies and drive growth in their industry.
