Consider this: 86% of buyers are willing to pay more for a better Customer Experience, yet brands in the UK are losing £15 billion annually due to poor customer service. Confused? As the Business Consultant Damon Richards says: ‘Your customer doesn’t care how much you know until they know how much you care’. In today’s market care we must. Knowing the value of customer experience is more than just another commercial trend. It’s your bottom line.
Investment in customer relationship-building pays in brand loyalty and trust over time too. Customers generate increasing profits each year they stay with a company. Excellent customer experience provides opportunities and rewards ripe for the picking to increase your return AND your brand reputation. Not so confusing now. The message from the market is clear – experience matters.
Embracing The Brave Digital World
A study in January 2015 found a staggering 93% of business leaders worldwide said technology had changed customer expectations in the past 5 to 10 years. The explosion of digital technology means the expectations of today’s review site, social media participating customers are higher than ever. Armed with endless information on price, product and service performance, they also expect to be taken care of at any time, in any location, on any device:
Ensuring interactions with your customers are positive means talking to them seamlessly in the ways THEY want to talk: social media, chat, messaging or face-to-face video. That’s why 92% of organisations that view customer experience as a differentiator, offer multiple contact channels. Customer experience is as key to how organisations differentiate themselves today, as it will be in the digital future.
Getting Back To Happy Customers
But it’s not just about the technology, it’s about people. Humans. After all, that’s what we all are. The demand to understand the needs and wants of our customers and put them at the centre of everything we do has never been greater.
Yet even organisations teeming with customer data, often lack the ability to find and analyse the right information in the customer experience at the right time. Such instances create basic, obvious problems that lead to frustration and negative experiences for customers who just want to feel valued and understood:
We know organisations with customer-centric operations keep customers happy along the way. Delight them even. You simply need the best technology expertly applied, to harness crucial information that supports your customer experience strategy.
Transforming Customer Experience
We believe there has never been a better time to transform customer experience and get back to happy customers! To help you deliver customer experience excellence, Cisco is working with KPMG Nunwood using their Customer Experience Measurement Framework. We’re designing technologies that deliver experiences to engage your customers across the lifetime of interactions they have with you.
To learn more, download the White Paper.
Have you had a customer experience that has left you smiling or screaming? Share your thoughts and comments below!
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