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Customers expect the unexpected
Posted on Jun 1, 2017 by Administrator
Rachel Miller says you should treat all customers as royalty, if you want your brand to be known as a top notch service provider. Obsess over customers, and not competitors,” says Evancar Michael.
As a matter of fact, Amazon undeniably tops the chart for overall customer satisfaction among America’s largest companies. Amazon seeks to be Earth’s most customer-centric company. Jeff – who’s famously a customer service leader is passionate about his customers and pays attention to customer questions, listens with rapt focus and strives to deliver outstanding results.
The message is - Listen to the individual customer. You have to hear them out. That opportunity for your customers to talk and be heard is pleasurable and memorable, and constitutes their customer experience.
Here is some stats which I believe is beginning to be very relevant in India market :-
(The CMO Council, Mastering Adaptive Customer Engagement 2014) 70% of buying experiences are based on how the customer feels they are being treated.
(McKinsey) A 2% increase in customer retention has the same effect as decreasing costs by 10%.
(Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy) 55% of consumers would pay more for a better customer experience.
(Defaqto Research) Customers who are fully engaged represent 23% premium in terms of share of wallet, profitability, revenue, and relationship growth.
(Gallup State of the American Consumer 2014) 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.
Without doubt, Customer engagement needs to go up many notches to make customer return to you.
An interesting fact is that human’s attention span is 8 seconds approx. You’ve got to understand that people find it frustrating to spend 5 minutes in finding the call center number or customer care email and more certainly they are not ready to wait for 48 hours to get their questions answered, when another brand can answer within 24 hours. Even if the question requires some technical know-how, it’s vital to up your game. You can achieve tremendous results if you have a technical team or department to handle these technical issues. How fast you respond will help you gauge and understand the difference between customer service and customer experience. If your service is awesome, but you are slow, customer experience will be negative. On the other hand, if the service is great and the time it took to deliver it blends properly, customer experience will be high and positive.
Have you created your first mobile app yet? If no, what are you waiting for?
When it comes to customer engagement, we’ve seen firsthand how apps can turn a casual conversation into a bonded relationship that generates sales.
Custo platform connects you with your customer on one-on-one basis. Take it forward from here and be the jeff Bezos of India.