customer service / CRM
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I ran across an interesting fact sheet about customer loyalty recently provided by customer focus incorporated . The findings represented and aggregate of research and some of it may be familiar to you, as it was to me, but the composite picture is enlightening. I’m sharing a few of the highlights as an impetus to stay the course on elevating personal and meaningful customer experiences. So here’s the data: I have long argued that customer satisfaction is not enough. Satisfaction is the ticket to admission.
How Customer Loyalty Data Translates to Customer Experience Elev
Genesys, with research firm Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year due to defections and abandoned purchases as a direct result of a poor experience. Nearly two-thirds of consumers said they had ended a relationship due to customer service alone. The survey participants said that when they end a relationship, 61% of the time they take their business to a competitor. Furthermore, the problem has become more complicated as customer interactions move beyond the contact center. According to numerous industry researchers, more than 90% of all transactions initiated over the Web are abandoned before any transaction is completed.
Publications Poor Customer Service Costs Companies $83 Billion A
Bob Thompson raised a very important question in Jeremiah Owyang’s Social CRM Pioneer group (public), which I suggest anyone who reads this post, should join. “Can You ‘Do’ Social CRM without Social Media/Networks?” It is a serious addition to the continued discussion that is going on enmasse throughout the social sphere about what Social CRM is.
Thinking it Through Some More: More on What Else? Social CRM
SCRM