John DiJulius | Customer Experience Blog


Hospitality Is Not Just For The Hospitality Industry | Don’t Trust Your Customers | Uber Is Systemized Hitchhiking
November 16, 2016, 7:12 am
Filed under: Customer Service
The DiJulius Group Welcomes Katie Mares, CXC
Due to our rapid growth in Customer Experience consulting, The DiJulius Group (TDG) has added another Customer Experience Consultant, Katie Mares. A former Customer Experience Executive of multiple TDG clients, Katie has been working with the X-Commandments methodology since 2011. She is also an instructor in the CXE Academy.

*The following is written by Katie Mares, CXC

Who is Your Competition?
Our customers have multiple interactions all day long on a daily basis. In fact, businesses are competing with all of the experiences people have from the moment they wake up until the moment they have the privilege to interact with that customer, sell to them, and convince them why they have the best product, food, or service there is to offer. As a result of this, a great deal of businesses put a focus on improving their customer experience. Emphasis is also put on developing the right Key Performance Indicators (KPIs) to measure the Return on Investment (ROI) for initiatives like this. One of the most popular KPI that businesses look at is whether or not the customer is likely to recommend them. This particular KPI uncovers those customers that are ‘likely to recommend’, but it also sheds light on those customers who are ‘not likely to recommend’. Studies show that news of bad customer service reaches more than twice as many ears as praise for a good service experience. This is a pretty compelling stat. Understanding this, it would be in the business’ best interest to focus on perfecting the customer experience to reduce the number of ‘not likely to recommend’.

If this isn’t reason enough to focus on establishing a World Class Customer Experience, here are a few more statistics that might sway some away from the dark side:

  • It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner
  • 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011
  • Customer churn is attributed to the poor quality of customer service. (Accenture Maximizing Customer Retention Report)

Continue Reading Full Article on TheDiJuliusGroup.com…

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