The Dos and Donts of Customer Experience

WAKE UP FOLKS!YOUR CUSTOMER IS YOUR BOSS

Customer Experience – the main difference between you retaining and losing a

customer.

If there’s one major shift that Businesses have experienced over the past couple of years, it is how powerful and self-aware customers have become. Right from choosing a brand to deciding how to interact with the brand every single time, the modern day customer wields true power.

And somewhere along this evolution of the customer, Customer Experience has become a major differentiator for Companies – literally the only difference at times between you retaining and losing a customer.

Is the

‘Age of the Customer’ upon us?

2016vs

2010

In 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2010.0

25

50

75

100

2016 vs 2010(Source: Gartner)

2017

By 2017, 50% of consumer product investments will be redirected to customer experience innovations.

50% 50%

(Source: Gartner)

Customer Experience

Branding, Design, Features, etc

2020

By 2020, customer experience will overtake price and product as the key brand differentiator.

0

25

50

75

100

Price

Product

Customer Experience

(Source: Walker Information)

But why is my Business unable to make

Customers a priority?

Conventional Organizational Silos that hinder sharing of Customer Data and Insights

Demotivated Employees who could not care less about the Customers’ Experience

Taking decisions without involving the

customer’s perspective.

Too much emphasis on Process than on

People

The traditional mindset to lure customers with discount

sales, free coupons, etc with little or no focus on Customer

Experience.

I need to

GET MY S*** TOGETHER!

NEED HELP WITH CUSTOMER EXPERIENCE?

If you want run a kicka** business, hop into the

Omni-channel jet!

Empower & Motivate your Employees to make decisions on their own so that even when a customer is pissed, they can save the day!

Quick and efficient Customer Service puts you on the spotlight (in a good way!).

Keep your ears open ALWAYS – listen to the customer and most importantly, act on the feedback they give you.

Social Media is your once-in-a-lifetime opportunity to get closest with your consumer base – show ‘em that you care.

Let’s say I do all this. How does it impact my

Business’s Profitability?

When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. (Source: Bain & Company)

Responding to service requests over social media

Not responding to service requests over social media

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10

20

30

40

Money spent

High satisfaction rates result in 2-12 times higher recommendation ratings.(Source: Market Force)

IMPROVE CUSTOMER SATISFACTION NOW!

74% of consumers have spent more due to good customer service

(Source: Bain & Company)

Good Customer Service

0

20

40

60

80

Money spent

Poor Customer Service