Why you need an exceptional customer service strategy (and how to develop one)

Superior customer experiences don’t happen by accident. A well-defined customer service strategy is the foundation to every wow-worthy interaction between a business and its customers.

As market competition grows more fierce, consistently delivering exceptional customer care is more vital than ever. Connecting the dots between disparate communication channels—phone, email, chat, social—is a necessary step in future-proofing your business.

However, doing so also means connecting the dots between the people and processes that manage those touch points. A single support request can be routed through several tools and individuals. Your customer service strategy serves as a roadmap for navigating that complexity without strain.

In this article, we’ll go over a step-by-step breakdown of how to develop a customer service strategy that’s both memorable and efficient. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale.

What is a customer service strategy?The importance of a customer service strategyA 5-step framework for developing a customer service strategy2 real-world customer service strategy examples to inspire your approach3 factors influencing customer service approaches in 2024