Customer engagement is on the rise, this means more opportunities to provide excellent customer service, exceed customer expectation and hone loyalty and advocacy of your brand.
Acquiring a new customer costs 7 times more than maintaining an existing one and CX drives over two-thirds of customer loyalty. But it’s a high-stakes game, customers are more empowered than ever to make complaints on social platforms and review sites, and to take their business to competitors even after just one negative experience
Customers' expectations are higher than ever. Technology has empowered them with ways to research companies, compare products and services, and share their experiences with millions of people.
In today's world, where businesses have tens, hundreds, or even thousands of competitors dealing with similar products or services, the only businesses that win are those that strive to meet and exceed these customer expectations through service excellence.
To paraphrase Jeff Bezos, your customers are like guests to a party, and your business is the host. Your job is to make every critical aspect of their experience better every day. Research shows that 73% of companies with above-average customer experience perform better financially than their competitors.
This infographic contains insights into what your customers expect from your business, what they say about your brand, and what they do - their consumer behaviour in relation to your brand. Food for thought for any business looking to upgrade their customer service level.