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Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology

Failed Customer Experiences Are Destroying Your Marketing | Marketing Technology | Omni Channel Retail Scoop | Scoop.it

Failed Customer Experiences Are Destroying Your Marketing by Douglas Karr on Marketing Technology

 

SDL performed a survey to explore where the single or most prominent points of customer experience (CX) failure and success happen with customers and the impacts to the business.

 

Perhaps the scariest result of this survey is that SDL found that many users that suffered from a bad customer experience actively tried to disparage the company every chance they could by word-of-mouth and that includes social media and other online publishing channels.

 

Yikes… in a connected world, customer experience failures are impacting your marketing efforts. Bad news travels fast and these incidents could overshadow any good strategies you’re deploying online.


Via Russ Merz, Ph.D., Fred Zimny, Edward Chenard
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Russ Merz, Ph.D.'s curator insight, May 15, 11:44 PM

Do you know how #customerexperience failures hurts your brand? Here are some stats about the effects of failure and and some tips for managing them.

Chris Spells's curator insight, May 17, 11:19 PM

The customer experience matters...ESPECIALLY when it is bad!

Maurice Couture's curator insight, May 19, 10:28 AM

Voici une autre infographie démontrant l'importance d'un bon service à la clientèle dans l'appréciation de l'expérience-client (CX). S'excuser et admettre sa faute demeurent deux points importants. À retenir: les principales causes de mauvaises expériences sont liés aux processus de gestion et au service à la clientèle: temps de réponse trop long, employé manquant de formation, employé ne disposant pas du pouvoir requis pour régler le problème, diffusion d'information contradictoire. 

Rescooped by Philip Brown from Retail technology
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Consumers Seem to Be Falling Out of Love With Brands

Consumers Seem to Be Falling Out of Love With Brands | Omni Channel Retail Scoop | Scoop.it
More people today are using online reviews—sidestepping the role of marketers—and look at both the good and the bad before making a buying decision.

Via Nikki Baird
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