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What kind of Customer Experience are you providing?

Posted by Tom Smith on Thu, Nov, 10, 2016 @ 08:11 AM

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According to Gartner, 64% of people say customer experience (#CX) is more important than price in their choice of a brand.

According to American Express customers are willing to pay 17% more for a good customer experience.

Forrester found that 80% of companies say they deliver superior customer service. However, only 8% of people think these same companies deliver customer service worthy of a superior rating.

What kind of customer experience are you providing? Have you asked your customers? Have you asked your employees? Engaged customer-facing employees have a better idea of the customer experience than non-customer facing employees. Disengaged employees don't care.

How do your customers define an acceptable, unacceptable, and outstanding customer experience? Ask them. That's the only way you'll ever know. 

Talk to your customers to let them know you care about what they think. They'll be amazed that you care about them as individuals.

Recognize employees who provide an outstanding customer experience so other employees will know what you value - beyond revenue.

If you address a customer's concern, they're more likely to stay with you than a customer who never complains.

Save a customer time, make their life easier and you'll earn a customer for life - and probably reduce your marketing budget.

 

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Tags: CX