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Customer Service Drives Outstanding Customer Experience

Posted by Tom Smith on Tue, Aug, 05, 2014 @ 10:08 AM

Customer service 

 

 

 

 

 

 

Great webinar by Frank Eliason (@FrankEliason) of Citi, Nick Ayres (@nickjayres) and Hansen Lieu (@hansentweets) of SAP on ""Customer Service is the New Marketing: Turning Satisfaction Into Sales."

Interesting points shared by the panel:

  • 88% of customers have been influenced by customer reviews.
     
  • Customer service is engaging with customers every day.

  • 48% of customers will praise a company about good service on social media.

  • 66% of customers will spend more money with companies that provide good customer service.

  • 78% of customers have bailed on a transaction because of poor customer service.

 

Implications:

  • Customer service should be aligned with marketing.

  • Every company that wants to be successful should be comitted to providing customer service excellence.

  • Engage with customers to win their heart and make an emotional connection with them.

  • Drive advocacy among your employees and your customers, to drive revenue.


What are you doing with the information your customers provide to customer service to improve the customer experience?

 

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Tags: emotional connection to the brand, customer experience, customer satisfaction, customer centric, customer service