Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.
So let’s improve your customer service. How? Just Ask Your Customers.
Exceeding customer expectation is the key to prosperity, so make ongoing communication with your customers a key component of your business’ strategic plan. (If the UAF students are a little too far, consider Back To You Marketing. We provide ‘secret shopping’ services.)
(The article has) a few questions to get you thinking about how well you have prepared your employees to consistently deliver an absolutely delightful shopping, buying and owning experience for your customers.
Read about three key basic factors that companies must do to reinvest in internal marketing.
Some of our favorite reads, and lessons in either good or bad customer service, comes from people writing about their experiences. There’s Michael trying to exchange his Galaxy Note 7 and Glenn trying to get items from a home improvement store for his weekend project.
And from time to time, there’s service provided that is exemplary. The latest is from LEGOs. The letter from Lego customer service to a boy who lost a Lego will warm your heart.
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