HOW IMPORTANT IS THE “CUSTOMER EXPERIENCE” TO YOUR BUSINESS?
According to a study conducted by Peppers & Rogers, a consulting firm that specializes in maximizing the value of customer relationships, the “customer experience” has emerged as the single most important aspect in achieving success for businesses across all industries. A 2009 study of over 860 corporate executives revealed that companies that have invested in enhancing the “customer experience” over the past three years report higher customer referral rates and customer satisfaction.
What defines the “customer experience”?
A company’s ability to deliver an experience that sets it apart in the eyes of its
customers and serves to increase their spending with the company and optimally, inspires loyalty to its brand.
How important is managing the time your customers spend on-hold?
Does placing callers on-hold, only to have them listening to “dead silence” or outdated information about your company, promote a positive “customer experience”? No!
Creative Business Audio can help create a positive “customer experience”.