In accordance with data from your Butler Group, as much as 70% of customer romantic relationship enhancement plans fail. At Customer Concentrate, Inc. (customerfocusinc) we believe the primary cause for that inadequate outcomes of lots of CRM, customer services training, and customer-centered applications may be the failure to think about the complete customer expertise. Ahead of starting any consumer partnership improvement plan, begin by understanding the implications of these customer knowledge findings.
1. 95% of senior small business leaders think that the subsequent aggressive differentiator is customer experience.
What Colin Shaw?s customer experience research revealed in his 2005 book, Revolutionize Your Client Expertise is that products and services quickly become commodities. Shorter product cycles, worldwide commerce, and the internet have all leveled the playing field. On the internet, every corporation may be the size of the computer screen. To gain and keep profitable market share the most effective strategy is to enhance the customer knowledge. Whether building CRM, instruction, loyalty, or culture, focus on creating an unique client experience with a personal touch that customers can?t get within the self-service world of the web. Customers will seek out, pay a premium, and stay with individuals who provide superior client experiences.
2. 80% of companies believe they deliver a superior client encounter. Only 8% of their customers agree.
This remarkable statistic from Bain & Company reported during the Harvard Organization Review reveals that companies simply don?t understand customer experiences. Most focus their investigation and customer feedback on narrow product- or service-related features. The crucial is to concentrate on the entire consumer knowledge - on the breadth of customer emotions and perceptions, and on all the customer?s points of contact and experiences with your products, systems, and people.
3. Only 14% of customers leave for product reasons; 68% leave because of weak treatment by employees.
The strongest determinant of the quality of consumer experiences is whether customers perceive your employees and managers to be acting as their advocates and view them as being committed to their needs, feelings, and future experiences.If your people are truly not committed to the customer?s expertise and do not have superior assistance skills, your customers will walk out the door. Before spending more on CRM, loyalty, and culture applications, train your employees inside the skills and attitudes of creating positive consumer experiences.
4. Companies lose 50% of their satisfied customers.
Satisfaction does not guarantee long term customer loyalty. A deeper emotional bond is needed to create long-term loyalty. That emotional bond is formed when customers encounter authentic relationships with your enterprise and your employees.Customers need a personal connection to companies at every interaction - especially interpersonal interactions. Whatever your effort, train your employees to form authentic and personal relationships, not simply to respect them.
5. Only 4% of unhappy customers ever complain; 90% of non-complainers just go elsewhere.
Anybody who has ever experienced inadequate support knows how easy it is to never go back. Given a choice between complaining and going elsewhere, handful of people will pick confrontation. Build in customer feedback opportunities at each point of interaction. Train employees to continuously ask, ?How are we doing?? and ?How can we improve??
6. The average value of a client is 10 times their initial purchase. It costs six times as considerably to attract a new consumer as it does to save and existing one.
Mass marketing doesn?t work anymore. Customer decisions are more personal, imbedded in customer communities, and built upon known and credible relationships. The solution is to train your employees with the skills to stop consumer defections, build finish consumer solutions, and create advocates who evangelize your products and people.
7. High service-quality companies average 12% ROS and grow 6% a year.
A 2000 study by Accenture and Montgomery showed that if a $1 billion enterprise increased its investment in consumer interactions from average to high, it could anticipate a $42 million return on investment. Executives and managers need to know that the path to profits is through consumer experiences.
At Customer Concentrate Inc. we show how you can turn your front-line employees into customer advocates as CEOs: Customer Experience Owners. By owning the customer?s experience, your employees can build authentic bonds of trust that lead to long-term customer loyalty. Through a combination of developing the right skills, attitudes, and sense of personal empowerment and authenticity your employees can, as CEOs, ensure greater return on your investment in small business systems and processes.
Customer Focus, Inc. is an international customer service training business that provides innovative, world-class customer support skill building and culture-building coaching programs at low cost. Contact Steve Fugate: (817) 303-5256
? Copyright 2007 Client Focus Inc.
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