Did you know 89% of customers stop doing business with a company after a bad experience? Just four years ago that number was “only 56%.” The message is pretty clear. Customers are more sophisticated than ever before and expecting great sales and services experiences. In fact, research indicates it now takes a whopping 12 positive experiences to overcome just one unresolved negative customer experience issue.
And the ubiquitous use of the internet has created another conundrum: more than 60% of your customers manage their relationship with many companies without interacting with a human. And, that number is expected to rise to 85% during the next five years. That means you can have an upset customer and not even realize it until it’s too late.
Bottom line: No matter how insignificant certain points of-contact may appear to you; they are ALL part of your customer’s brand experience. Whether it’s driving front-end sales or assisting customers with product or services, their experience on your phone, your email, your chat and your social media better be outstanding.
The PIP Customer Experience Practice is staffed with operational customer retention experts who use a market-proven process. Our mission is to protect and grow your business. We also recreated a flexible, efficient process to get the job done right, the first time, every time.
- Partnering to compare your contact center function to industry best practices – organization, staffing, training, infrastructure, facilities, CRM, telephony, self-help, chat, email, social media, etc.
- Deploying the latest CRM, telephony and labor management tools.
- Implementing Lean methodology to make customer interactions more efficient and effective.
- Managing change efforts through jointly-created training interventions.