Customers now expect no less than a flawless customer service experience and they will not hesitate to switch over to your competition if they are not happy with “customer service. A/C to a research by Customer Experience Impact Report by Harris Interactive/RightNow in 2010, almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
Businesses now need to deliver such an experience to succeed. Almost three-quarters of respondents in a YouGov study said that even a single unpleasant customer service experience is enough to make them take their business elsewhere. Interesting stats from Gartner reveal that organizations that prioritize the customer experience generate 60% higher profits than their competitors. Needless to say, it's a tough challenge to understand all the factors that contribute toward a great customer experience, and leaves one wondering about how to find the right things to focus on.
The following are 8 videos from industry experts that will help you frame your thinking.
The next video is from Ted Talks featuring Andy Porter about “Transparent Customer Service.” He states that customer feedback is important for all the companies but not many of them get enough feedback. Porter talks about how companies should gather customer feedback, share, and discuss.
Zappos has earned a reputation for their total obsession with customer service. In this video, you can hear their CEO speak about where the passion comes from. He exults the fact that 75% of the company orders come from repeat customers. So their philosophy is to take the money that would have gone to marketing and keep those people happy and coming back.
Moving on to the next, here's a video from Oracle™'s London-based CX group. Oracle In this one, Oracle™'s CX experts talk about the value of participating in these CX workshops and how they can provide value and help create an effective customer experience strategy.
This next video features Stephen Cannon, President & CEO of Mercedes-Benz USA, at Forrester™'s Customer Experience East Forum 2014. He talks about how his company transformed the customer experience and how it helped Mercedez set an all-time high sales record in 2014. Since 70% of the people who work in their stores had never driven a Mercedes, they decided to make a major investment in their human capital, and the rest is history.
Vineet Nayar, the Former CEO of HCL Technologies, emphasizes on how companies should engage in employee satisfaction. Encouraging and enabling them is one of the best ways to ensure your company creates unique customer experiences.
Megan Burns, Principal Analyst at Forrester talks about the factors that contribute to customer loyalty and a great customer service experience. In the video, she stresses that the core of customer experience quality is effectiveness, ease, and emotion. If the experience has that, the customer gets value and walks away feeling happy.
Here, Tom Costello excitedly explains how to create “great customer service on a Ted Talk show about customer experience. He emphasizes the point that commitment towards creating guest enthusiasm is at the core of great service. He also emphasizes on the need for great service leaders to have what he terms ”˜bi-focal”™ vision.
Hospitality industry expert Jan Gunnarsson brings in a new view upon patient service in healthcare. He states that you need to treat your patients as humans, as guests and make them feel welcome. He also takes an example of a person who drives a bus to Airport and how he has mastered the art of Hostmanship and treats his passengers like guests.
As Maya Angelou had said, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Every single video listed above has one thing in common and that is, you have to make your customers welcome. Don't ignore your customer service department, in fact, invest your time and budget heavily on your customer service.
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