Its not about product price, its about customer relationships. Its about every interaction you have with your customer during their life cycle. And, with an increasing number of interaction points, such as social media, it gets more complicated.
When customers experience rapport, person-to-person or online, evidence shows conversions, average cart sizes, depth of visits, and return visits go up, but when they experience dissonance, conversions and engagement suffer; 7 Billion People provides that rapport.
A top-three general merchandise retailer with over 1,400 stores nationwide has a history of using technology to drive sales, improve customer service, and create a sustainable competitive advantage over a larger and more aggressive rival.
Despite the importance the customer experience has on many corporate agendas, the state of customer experiences in many, if not most, organizations remains poor. For all the talk about customer focus and concern for customers, many companies do not demonstrate real caring for those people who actually keep them in business.
Are fancy graphics and content overload distracting your browsers from finding what they need? Are your customer service channels delivering the extra level of support your visitors need during times of confusion?
Its no secret that building a strong culture in your restaurant can strengthen your brand, but in the high-volume, high-churn environment of the service industry, it can be hard to keep employees engaged and excited about your organization.
Nothing is more memorable than good customer service – except, perhaps for poor customer service. Learn how to motivate and empower your staff to make your customers feel every bit as important as they are.