In today’s business world, you’d be hard-pressed to find someone who does not agree that Customer Experience is an essential aspect when building and maintaining a profitable business. The reports support this statement. For example, a recent PWC publication shows that one in three consumers (32%) say they will walk away from a brand they love after just one bad experience. The same report states that “speed, convenience, helpful employees and friendly service matter most, each hitting over 70% in importance to consumers”.
Similarly, Gartner’s Customer Experience survey indicates that CX is the new marketing battlefront. More than two-thirds of marketers responsible for CX say their companies compete mostly on the basis of CX, and they expect this to grow towards an astonishing 90% in the upcoming years.
Taking this into account, why do so many companies fail to deliver good customer service? Throughout my career, I’ve spoken with hundreds of companies about their CS strategy, from start-ups to enterprises, all over the globe. Very few companies got customer service right from the start and, unsurprisingly, I’ve seen the ones that did become more and more successful over the years.
I’ll share my vision on why most companies fail, and which issues you should solve if you really want to compete on CX.