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Now is a Good Time to Give the Customer Experience Serious Thought

Customer dissatisfaction seemingly are an inevitable   fact of business life. Many brands have gone out of business because of poor customer service. Few organizations can afford to run the risk of tarnishing their reputation due to slacking in the area of customer service.

According to New Voice Media, this is what happens after continuous poor customer experiences:

• 56% will never use the company’s product/service again
• Over 25% will recommend to friends to never patronize the business
• 20% will take revenge by posting a review online
• 14% will share a poor experience on social media
• U.S. businesses annually lose an estimated $83 billion due to poor customer service

The Holiday Shopping Experience

Now that the official day of Black Friday shopping along with its accompanying frenetic activity has come and gone, how was your customer service experience?

Were you run over by other customers? Were you ignored by clerks and managers because, for lack of another explanation, they were busy with other “issues”?  Did sales associates go out of their way to accommodate you?  Did you have an amazing shopping experience?

Did You Have an Ecstatic Cyber Monday?

Peak Shopping Season Has Arrived

It’s the most wonderful time of the year and consumers are spending more money for this holiday season than last year.  If your company has not yet created a philosophy for creating and implementing a positive customer experience, now is a great time to do so.

Details Are in The Numbers:

Here are a few statistics from the National Retail Federation’s shop.org site.  It states that e-commerce sales in the U.S. will rise between 6% and 8% this year.  For November and December 2015, U.S. retail 3-commerce sales are expected to garner as much as $105 billion of a projected $630.5 billion in holiday sales.

The Basics Still Work !

Where does customer service begin? An excellent starting point is with a company philosophy that imparts the wisdom of taking care of the customer on every level every time and fostering a corporate culture to ensure its success. The beginning of customer service continues with an action plan approved by the C Suite and taught to all levels of personnel including management.

Did You Say That Flu Shots Improve Employee Morale?

I happened to catch a locally televised community program that spoke to the importance of obtaining a flu shot during this flu season.  The announcer made the point that if everyone (within the appropriate age group) got a flu shot, the likelihood of spreading the disease would be decreased significantly thereby reducing missed days from work and school due to illness from the flu.