Customer Experience is Critical

We know that customer experience is critical. Many factors are changing the way companies operate today, creating a ‘perfect storm’ for those who need to manage how the customer interacts with a brand.

  • There is more global competition
  • Products are becoming more commoditised
  • Traditional marketing is becoming less effective
  • Customers have higher expectations

86% of customers will stop doing business with a company after a single bad experience – that’s it, no second chances. Even more interesting is that over a quarter will use social networks to tell their friends about any negative experience and 4 out of 5 complaints to companies on those same social networks are just ignored.

There has to be a better way. Think for a moment about these three important facts:

  • #1 reason to remain loyal to a brand is the quality of service
  • #1 reason to recommend a company to others is outstanding service
  • 86% of customers are happy to spend more for better service

Outsourcing customer service and just hoping it will work has become passé – the experience the customer has when interacting with your brand is more important that ever because social networks have created a new channel for interaction and a new channel for fans and advocates to promote your brand.

cartel loyalty

Photo by Enrique Burgos licensed under Creative Commons

This entry was posted in Contact Centres, Customer Service, Human Resources, Marketing, Outsourcing and tagged , , , , , , , , . Bookmark the permalink.

1 Response to Customer Experience is Critical

  1. Pingback: Consumers are the driving force | Teleperformance UK

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