Customers’ patience with your communication has its limits. Here’s what takes them to the breaking point — that is the point at which they want to opt out and/or end the relationship.
Companies have shown their thanks to customers through loyalty plans longer than Thanksgiving has been an official holiday. And while Thanksgiving hasn’t evolved much — we still eat turkey and pumpkin — loyalty plans have.
Customer expectations continually change. Do you stay ahead of the changes — or find yourself having to catch up?
To make your customer experience better, invest in only one thing: your people. They can improve everything from satisfaction to sales. Here’s proof from the front line.
Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.
It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact?
First, the customer experience was described as the classic “sales funnel.” Then, the Internet caused it to morph into the “decision journey.” Now, another change is on the horizon.
Is the customer experience as personal as it can be? Customers and the professionals delivering the experiences just might agree on the answer.
The customer relationship is floundering — and customers say this is the reason why …
Customers still have a love-hate relationship with the phone when it comes to getting help.