Consumer Experience : As a consumer, are you reminded of a recent negative customer service experience? Most of us get it. In truth, we can cite several without hesitation. Why not learn as consumers and not make the same mistakes?
By Jim Freeze*
Service ruins are a universal frustration, but at the same time, in accordance with a new research aspect, people's expectations in relation to customer service have increased in the last three years and should continue to increase.
Indeed, consumer experience can help build or break a brand, but even most companies continue to invest more money to provide customer service, instead of giving them enough attention. This is impressive, considering that getting a new client costs a company six or seven times more than keeping a current client. So, keep in mind, here are some important questions that marketing professionals need to know to plan a better customer service experience.
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Terrible customer service is memorable, and it doesn't make any sense.
Thanks to the continued use of social media, consumers are now empowered to be propagators or opponents of brands to a legion of family, friends and professional contacts. Research conducted by Aspect, Aspect Millenials, reveals that 55% of consumers nigeria phone number doing business with at least one company over the past year due to negative customer service experiences.
In truth, even more experience can instantly ignite social networks like a fire and potentially overwhelm traditional media – creating a new obstacle for marketing professionals to overcome. Customer service, on the other hand, does not only minimize the existence of brand opponents, but also creates advocates that make marketing work much easier.
Exceptional customer service with financial and marketing impact.
Consumers demonstrate great appreciation for excellent services. In fact, customers say they would pay more just to guarantee a superior experience. The Aspect Study shows that 76% of the consumers interviewed said that customer service is a “true test” to show how much the company values its customers.
This goes against the perception five to six years ago, when customer service was seen as a despesa, not as an investment for the growth of two businesses. The service to the client is the first critical contact point to facilitate the involvement of two clients, resulting in no increase in loyalty and two client expenses.
In many ways, exceptional customer experiences can mean exceptional marketing. The service contact point provides another opportunity to reinforce the brand message. A great experience can become an organic and viral response when a customer asks for a brand name.