Even though there is much talk about customer excellence in customer experience, many companies, according to customers don’t hit the mark. Intelliresponse identified 5 things brands need to do to make customer experience work. Here they are:
89% of customers get frustrated having to repeat when they called in and all the information about why they are calling.
77% of strong omnichannel companies use data across customer channels, compared to 48% who do a poor job of using data across customer channels.
Customer say customer agent fail to answer questions 50% of the time.
70% of customers would prefer to use a companies website if the self-service delivered on the promise and they could get their answers (Rather that using the phone or email.)
So as you can see, there’s a big difference between what customers think and brands think they are providing. What can close that gap? It’s really about putting customer experience at the top of the corporate priority list. CEO’s are you listening? It’s not Customer Service’s job any more! It’s everyone job to think like this. What will it take? A whole lot of change. The number one thing companies are competing is customer experience. Period. You are a customer. Think about it. When you have a bad experience, what does it feel like? What do you feel about the company after that? Do you tell your friends what an awful experience it was? Word of mouth matters. Zappos built a billion dollar business on word of mouth and great customer experiences. Just do it.
@Drnatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Customer Experience Capabilities – People, Process and Technology