70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service! How ‘shocking’ is that?
It’s just one ‘scary’ statistic on this Halloween from a new report produced by Oracle. Their 2012 CX Index Report ‘Why Customer Satisfaction is no longer good enough’ also revealed that:
- 64% of customers have made future purchases from a company’s competitors after experiencing poor customer service
- 81% are willing to pay more for a better customer experience and….
- 82% of people describe their customer experience as ‘taking too much effort’.
Although you could argue that there’s nothing particularly ‘surprising’ here, it’s quite clear that there are still lots of businesses who haven’t ‘got it’ yet! They’re obviously ‘tricking’ their customers, rather than ‘treating’ them!
It’s a nice timely reminder that delivering simple, effective customer experiences is what customers are looking for – obvious stuff that I would suggest is great news for those who have ‘got it’ – and very scary for those who haven’t!)
The survey also shows that the top 5 reasons that create a decrease in loyalty are:
- Being transferred between staff
- No response to an email
- Length of time on hold
- Being unable to reach a human
- Unknowledgeable staff
Again, there’s nothing particularly ‘shocking’ here, but it also reinforces our research that suggests customer delight can, and does, still create real competitive advantage. ‘Treating’ customers, not ‘tricking’ them is what it’s all about.
Creating Delighted and Devoted Customers is Characteristic #3 of 3D Businesses and it doesn’t happen by chance. The key ingredients in making it happen are ….
- Being easy to buy from and deal with – making things ‘seamless’!
- Personalising customer experiences – giving them what they want, when and how they want it!
- Exceeding customer expectations – (hint: simply NOT doing the above could scarily do just that!)
- Ensuring that frontline staff are Engaged, Encouraged and Empowered to deliver this
- Doing it consistently!
Are you ‘treating’ your customers or are you ‘tricking’ them? How do you know? Why not ring up your own business to find out? Hope that the results aren’t too shocking!
You may be interested in a couple of Free 3D ebook Toolkits that will help you address these issues..
Customer Delight As Competitive Advantage – creating customer experiences that exceed expectations
Create An UBER Culture – creating the behaviours you want from your people to help deliver them
You can download them here (they’re FREE!)
Alternatively, you could always get in touch and see how we can help you and your people deliver this stuff – promise we won’t scare them (too much!)
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