The BlogBusinesscompetitionmarketing

Customer Experience Is Critical

Customer Experience Is Critical
By 

CEO for UK, Ireland and South Africa, Teleperformance

CEO for UK, Ireland and South Africa, Teleperformance
This post was published on the now-closed HuffPost Contributor platform. Contributors control their own work and posted freely to our site. If you need to flag this entry as abusive, send us an email.

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.

And these are not changes just linked to the Internet or technology, they are more fundamental market shifts affecting any company working directly with their customers.

  • There is more global competition
  • Products are becoming more commoditised
  • Traditional marketing is becoming less effective
  • Customers have higher expectations
86 percent
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:
  • No. 1 reason to remain loyal to a brand is the quality of service
  • No. 1 reason to recommend a company to others is outstanding service
  • 86 percent 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.

Related

Businesscompetitionmarketingcustomer serviceretail
|
Submit a tip

Popular in the Community

Close

What's Hot