At Shoppers, Inc. we are very passionate
about great customer service, measurement and teamwork. The article below from Kristina Evey about Transforming the Customer Experience and customer service
relates to our goals and passions. Hope you enjoy it!
What It's All About- Customer Experience Management
I'm delighted to have you as a subscriber to this newsletter. Everything that will be provided to you is going to be focused on managing the customer experience. I will help you transform the experience that you provide your customers into one that will not only increase your profits, but will be unique and completely different than anything they have ever experienced before.
Your customers are looking for a unique
experience from you. They want something different than what the competition is
already doing for them, which is merely satisfying them.
Did you know that a study released in 2007
indicates that 80% of the time, the number one reason cited as to why a customer
would NEVER return to a place of business was based solely on their customer
experience? This is up from 68% in 2006.
Did you know that it has been shown that a 2% increase in customer retention has the same effect as cutting costs by 10%?
Happy customers tell four to five people about their positive experiences. Dissatisfied customers tell nine to twelve people about their unhappiness within 24 hours.
Statistics like these demonstrate that businesses have customer satisfaction and retention problems they don't even know exist. In today's economy, you can't afford to underestimate this trend.
As a business leader for small to mid size companies, you likely are realizing that it's not all about the product or service that you are providing. It's about the experience and relationship with the customer. Customers today are buying a perceived relationship. Face it - they can buy a comparable product or service from your competitor. But you need to promise and deliver them both a relationship and experience that is unlike any that they can get anywhere else.
Did you know that it has been shown that a 2% increase in customer retention has the same effect as cutting costs by 10%?
Happy customers tell four to five people about their positive experiences. Dissatisfied customers tell nine to twelve people about their unhappiness within 24 hours.
Statistics like these demonstrate that businesses have customer satisfaction and retention problems they don't even know exist. In today's economy, you can't afford to underestimate this trend.
As a business leader for small to mid size companies, you likely are realizing that it's not all about the product or service that you are providing. It's about the experience and relationship with the customer. Customers today are buying a perceived relationship. Face it - they can buy a comparable product or service from your competitor. But you need to promise and deliver them both a relationship and experience that is unlike any that they can get anywhere else.
Just the fact that you have signed up for this newsletter suggests that you are customer centric and focused on customizing your business around your customer. That's good, because 95% of your competitors aren't. So you are already ahead of the game.
Kristina
Helping You Focus On Your Customers
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