If there’s anything companies struggle to tame, it’s the customer experience. After all, the experience your customers have – especially when they have urgent issues and problems – drives their overall customer satisfaction. The explosion of everyday digital tools and communication channels has exponentially expanded the methods customers can use to contact you, commend you, mention your name, and relate their experience with you to a virtually unlimited number of people. Smart companies need to get behind the wheel to manage the customer experience and keep it on track for success.
We talk frequently about customer service on this blog and in conjunction with our software solutions -- with good reason. There can be a fine line between customer retention and customer attrition, and it is one expensive line for service organizations. In fact, analysts from Genesys report that poor customer service results in estimated $83 billion loss per year. Additionally, 89% of consumers began doing business with a competitor due to a poor customer service experience (Oracle Customer Experience Impact Report). With these statistics, does it surprise you to read that last year (2013), 40% of the Customer Service Hall of Shame by MSN money, were field service organizations? What gives?
Sometimes, the phrase “delight your customer” can feel complicated all on its own, without the daunting task of actually doing so. Customer delight has become a focal point of every service oriented company, due in large part, if not entirely, to the rapidly growing technological landscape and its ability to feed a consumer behavior we have come to call instant gratification.