Customer word of mouth (WOM) can build up or tear down your company. And today, with each consumer empowered with social networking loudspeakers to broadcast their voice, the reach of every consumer has been magnified. What consumers are saying about you has never been more important.
But, only two types of consumers take the time to speak out; strong dissenters and raving fans. People who have average or expected customer experiences just don’t take the time to mention their experiences to friends, tweet about it or post a blog entry.
This observation has significant consequences for all of us.
First, even one dissenter can do huge harm. Just look at Dave Carroll and his United Breaks Guitars video on YouTube. Even a few years ago, before social networking empowerment, if an airline had damaged his guitar it would have been tough luck Dave. Today, it is tough luck airline.
Also, average customer experiences produce little to no WOM voice. Consumers just don’t care enough to tell anybody.
So, it is not too hard for us to agree we want to eliminate bad experiences and create raving fans, but how?
That is why we created RightNow CX, the customer experience suite. RightNow CX is purpose built to help large consumer companies deliver exceptional experiences to their customers across the three experiences that matter; the web experience, the social experience and the contact center experience. So far we have enabled over 8 billion interactions.
We would love to tell you more and help you create raving fans.
