Customer Service or Customer Experience?
Customer experience — not service — is the new battleground
Forget the customer is always right. Of course, the customer is always right. But the new thing in generating repeat business from clients is customer experience. That’s the “next battlefield,” according to a recent Infographic from Business Observer online. Many of the top leadership training companies are on board offering a series of customer experience training programs. “Customer satisfaction surveys are nice,” says Paul King from Orion Development Group, “but those aren’t enough to create great customer loyalty.” Eckerd College, in conjunction with Orion, works with leaders at every level of an organization to “enhance efficiency, improve customer satisfaction and drive growth.”
They, along with others, are focused on Transforming the Customer Experience and Creating a Customer-Centric Culture. This includes how to meld innovation with process and how to use empathy and intimacy to foster loyalty and referrals. It’s a disruptive shift to put the customer experience above simply looking at price and value ratios. “You have to get rid of preconceived notions,” says King.
In thinking of the conversion to the Customer Experience, there are some key points to note. Included in these points are:
- It takes 12 positive customer experiences to make up for one negative experience;
- Seven out of 10 buying experiences are based on how the customer feels they are being treated;
- More than nine out of 10, approximately 91% of customers who had a bad customer experience won’t do business with that same company again.
These are significant data. To overcome a negative customer experience takes a great deal of effort. In fact, it takes much more to win back a client than it takes to satisfy them in the first place. Focus efforts on providing a pleasing customer experience and the end result will cost a great deal less.
There are some other important statistics from the Infographic. Namely, they are as follows:
- 86 percent of buyers would pay more for a better customer experience.
- 74 percent of customers have spent more due to good customer service.
- Eight out of 10 customers trust authentic reviews as much as personal recommendations.
Again, this is significant data. Keep your customers happy through a great customer experience and you’ll get a huge amount of return from them. Not only will they buy what you’re selling, but they’ll buy more. And, they’re more than likely going to continue to be your personal advocates by spreading the word on how great you are.
Find out what makes your customer experience a better one and go after it. Take your time and make sure you’re looking at the complete picture before you move forward, however, as every customer has a different need. If you’re not secure in your abilities to develop a proper experience, rather than risk the potential errors you can make, consider hiring a professional in the field such as PTC Computer Solutions. Your success depends on it.
PTC Computer Solutions works extensively on understanding the Needs of Our Clients and what they are looking for so that understanding of the Internet and business technologies for their needs and objectives is fully explained. Don’t fail to meet your objectives with your customer experience and other technologies. Stay on top of things. Train your employees or hire an agency that can handle it for you such as PTC Computer Solutions.