Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Customer service is key word-of-mouth driver

With nearly all of the survey's respondents saying that bad customer service would compel them to take their business elsewhere, the implications for businesses are clear.

The Consumer Forum questioned thousands of consumers about everything from their experience of online retailers to which brands they rated most highly and which services they hated the most.

What makes good customer service
Consumers' views about what makes 'good customer service' included:

• Nearly two-thirds (60.9%) of respondents said that "a personal response to their issue" was most important, while 44.3% cited "speed of response" as an important factor;
• 57.6% felt that the best customer service is delivered in face to face situations;
• 56.9% felt that they receive the worst customer service by telephone;
• Nearly one third (31.7%) said that "rude staff" would be most likely to drive them to make a complaint.

The effects of good customer service
Consumers' views on the effects of good customer service included:

• 98.4% of respondents said that a good customer service experience would increase their loyalty to a brand;
• 97.7% said that experiencing bad customer service would compel them to take their business elsewhere.

E-retail customer service
Consumers' views about the level of customer service offered online included:

• 49% of respondents said they had seen an improvement in customer service since the introduction of the internet, while 51% said they had experienced a decline in customer service;
• Surprisingly, nearly one third (31.5%) cited "online customer service" as being the best - more than twice as many as those who cited "telephone customer service" (15.5%).

When asked to give an example of excellent customer service, online brands Amazon and eBay were frequently cited, with John Lewis and Marks & Spencer being regularly cited as popular high-street retail brands.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)