Infographic: Six Customer Experience Trends for Building Stronger Customer Relationships
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Embrace new contact center technology designed to help me make a meaningful difference in the customer experience
Over three-quarters (77%) of companies will invest in technology (including cloud solutions) for the contact center over the coming year!
72% of customers stopped doing business with a company
because of a bad customer service experience.
Follow managements lead on strategy
58% of businesses specically cite the contact center as responsible for bringing in prot (i.e. upsells)
Treat every customer like a new friend!Nine in ten businesses (90%) consider customer service to be a relationship builder. And customers agree. Nearly all agree (97%) that good customer service helps companies build relationships with them.
at how well were really satisfying our customers...
More than two-thirds (68%) report that their company believes it is doing a better job at customer care than their customers would say it is doing.
2. Make every interaction as good as it can be to keep customers happy and loyal.
Become a subject matter expert
40% of customers believe that representatives can rarely do much more for them than they could do for themselves.
to provide customers with information and an experience they cant get from self-service alone.
for customer service, knowing that my performance directly impacts the bottom line.
82% of companies consider customer service to be a revenue-driver moreso than a cost-center
63% indicate they accept the fact that there are a certain number of customers who will just never be happy.
2014 Aspect Software @SuperAgentErica SuperAgentErica aspect-software
And prove theres no such thing as a customer I cant delight!
(plus... make more cookies for coworkers)Source: Customer Care Personas Study Comissioned by Aspect, Conducted by GfK Custom Research, LLC, 2014.
ts been an amazing year for customer service! Of course, I cant help thinking 2015 is going to be even better. Im kicking it off with a few New Years Resolutions based on some of the latest industry statistics. Lets make this the best year yet for our customers!