Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.
60% of customers today say that companies that set out to deliver better customer service don’t actually improve the customer experience enough to create customer loyalty.
All companies want customer loyalty. Customer retention is part of the strategy of any business. The problem many organizations face today is that even with their emphasis on customer retention and increasing customer loyalty, customers aren’t feeling the love they think they need in order to reward organizations with their continued business.
This infographic comes from the team at Drumbi, a company that provides technology to transform the way we communicate. The Drumby team believes that mobile devices, smartphones, mobile web, social media and location-based interactions have created a new metaphor for communications.
How to Really Creates Customer Loyalty
Many customers today feel that too many organizations take their business for granted. And as your business grows, it becomes more and more difficult for you to show every single customer the attention they’re used to from dealing with small business.
What customers really want from your customer experience
- 73% of customers expect your customer service call center agents to be helpful.
- 55% of customers expect to be able to easily find help when they need it.
- 36% of customers want a more personalized customer experience.
- 33% of customers expect your organization to have a good reputation.
A recent survey by Forrester Research showed that roughly 67% of organizations today were rated as delivering just an ok, poor, or very poor customer experience. That should make all organizations rethink their customer service and customer experience strategy since the focus of current efforts doesn’t appear to be delivering the expect results.
Poor customer service is the fastest way to lose a customer
Research shows that roughly 90% of customers today have moved to a competitor after experience a poor customer service interaction. When customers who received a bad experience have gone online to complain and ask for resolution, nearly 80% said that the company never responded to their complaint.
Clearly more needs to and can be done. Too many companies are focusing on just creating processes for receiving feedback and adding customer communication channels to their toolbox of customer service, but few actually are taking the time to ensure that these resources are actually being used effectively.
Smart companies realize that excellent customer service is a real tool to attract new customers and creating better loyalty from the customers you have.