The consumerization of IT and the explosion of mobile devices have created significant expectations in the consumer’s mind. For instance, Strangeloop Networks reports that if a Web page takes longer than three seconds to load, 57 percent of mobile customers will leave the page. And according to MoPowered, 30 percent of customers abandon a transaction if the experience is not mobile-optimized.
A personalized experience used to be as simple as greeting a customer by name, but as digital and physical experiences merge, the bar for meaningful customer experiences is rising. Companies like Amazon, Starbucks, and Netflix have trained consumers to expect a personalized experience from businesses. And companies that stick with generic messages and experiences risk throwing away money.
So, Intuit had to make a quick move. They did some things right to bring back many of their customers, which we can learn from.
They acknowledged the problem as they saw the customer comments. They apologized for it. Very important whenever there is a mistake. This mistake was big enough that the CEO had to make a public apology, which sent a very positive message. They fixed the problem by offering the refunds and upgrades. They took accountability. The general manager and CEO’s message was clear that they were taking steps to right the wrong. They did it quickly. Their fast reaction convinced many of the customers who were thinking of abandoning the software to stay.
James Schreier's insight:
Every successful customer (guest) service training program that I've been involved with has included a major component on dealing with customer dissatisfaction -- closely following exactly the model followed here by Intuit.
Developing an authentic customer service style is a requirement for success with customers in the new economy. Customers in today’s marketplace (including the enormous millennial generation, their Boomer parents and the GenX’ers in the middle) favor...
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody who works in a back-
As we welcome a new year, customer experiences are poised to play a decisive role in driving business strategies and revenue growth. The role of the chief customer officer is expanding as companies make greater investments in the customer experience. To serve the empowered customer, 2015 offers a fresh opportunity for businesses to better understand consumers and meet their expectations.So to kick off the new year, here's a glimpse at the strategies companies have in place to make their customer experiences flourish.
Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring customers as assets illuminates how customers voted with their feet to a) stay or leave, b) get more or less from you, c) bring others to you
Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue.
Figuring out how to elicit creativity in the workplace is a challenge that’s been facing employers for many years. There’s a fine balance between letting someone’s imagination run amok versus recognizing original and innovative thinkers who will come up with the best ideas to benefit your business. Finding employees with creativity is a good start, but you also need to know how to harness that power to everyone’s benefit. Here are five tips about how to let your employees’ creativity shine.
I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has opened up a fresh and vibrant world of novel ways to turn good service into really special service. It has provided a charming portal into the world of service ingenuity—the type that awes instead of wows; compels a customer story, not just coerces a customer’s return.
Back in 2006, businesses were starting to understand the impact of disengagement on productivity, customer service, and profits. Gallup released a study revealing that a whopping 73 percent of employees were not engaged.
Today’s numbers are nearly identical. The latest Gallup engagement report shows that 70 percent of employees are not engaged.
Mr. BIV is the playful acronym coined by The Ritz-Carlton Hotel Company to help them in their quest to win two Malcolm Baldrige National Quality Awards, a feat that no other service organization has ever pulled off.
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