Why Customers Get Frustrated and What You Can Do


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Even though there is must 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:

Screen Shot 2016-01-13 at 8.56.14 AMWhy? 87% of customers believe brands need to put more effort into seamless experiences.

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89% of customers get frustrated having to repeat when they called in and all the information about why they are calling.

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77% of strong omnichannel companies use data across customer channels, compared to 48% who do a poor job of using data across customer channels.

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 Customer say customer agent fail to answer questions 50% of the time.

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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. Zaps built a billion dollar business on word of mouth and great customer experiences. Just do it.

Republished with author's permission from original post.

Natalie Petouhoff, Ph.D.
Natalie L. Petouhoff, Ph.D., is VP in Service Cloud helping customers to understand the importance of Service Customer to the whole brand, including marketing, sales, engineering and guiding customers to disrupt what they have always done and transform the tools and processesagent's use to service customers and the overall customer experience. The author of four books, she often appears on TV to provide insight from more than 20 yrs of leadership experience. She helps companies to create their customer service strategies and calculate the ROI.


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