![]() We’re seven months into a global pandemic that’s not going anywhere anytime soon. Their findings confirm that a whopping " 78% of surveyed consumers indicated that a single contact center interaction permanently changed how they felt about a brand." ![]() In a recent study our partner, Qualtrics, poured through thousands of customer journeys focused on understanding contact center customer experiences through the lense of 2,000 customer perspectives and 100 contact center agent perspectives. "78% of consumers share that a single customer service interaction permanently changed how they felt about a brand." Qualtrics CX study: Disrupting the 2020 Contact Center How did it go? Did you leave off on sound footing where you came to a natural closing or resolution? Or, did it leave a bad taste in your customer’s mouth - and an unfortunate lasting impression for your brand? One single, solitary phone call, chat message or customer support email can mean the difference between your customer’s positive perception of your brand and experience and their frustration with it, and eventual churn.Įspecially the last part of that interaction. One customer interaction can undermine an entire customer experience. A cheat-sheet on how to improve your customer effort score with Tethr.The three fastest routes to reduce customer effort in your interactions.Effort scoring your customer interactions outperforms every other customer experience, satisfaction or loyalty measure in the market.If you’re not examining the micro-interactions (customer feelings in response to agent behaviors), then you’re missing the point of effortlessness.Why your service interactions are 4x more likely to drive disloyalty than any others.Customer loyalty is not guaranteed unless you bridge the gap between expectations and actuals.There’s a lot of good from simply delivering what the customer expects.One customer interaction can undermine an entire customer experience.While we can talk at a conceptual level about all of the research that’s gone into the framework, the research findings and the principles of low-effort service experiences, the question remains - in a volatile market where one customer interaction can compromise an entire customer experience - what does an effortless customer interaction really look like? And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in "The Anatomy of an effortless service customer interaction." THE BIG TAKEAWAYS: In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. ![]()
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