Seven Crucial Findings in Customer Support Study | blog for 139.li

In accordance with information from your Butler Group, up to 70% of client romantic relationship enhancement applications fail. At Customer Focus, Inc. (customerfocusinc) we think the primary purpose for that inadequate results of several CRM, customer program training, and customer-centered plans will be the failure to consider the complete consumer encounter. Prior to beginning any consumer relationship enhancement system, begin by comprehension the implications of those consumer encounter findings.

1. 95% of senior business enterprise leaders think the next competitive differentiator is customer experience.
What Colin Shaw?s client experience research revealed in his 2005 book, Revolutionize Your Client Experience is that products and services quickly become commodities. Shorter product cycles, worldwide commerce, and the internet have all leveled the playing field. On the internet, every corporation will be the size of the computer screen. To gain and keep profitable market share the most effective strategy is to enhance the consumer knowledge. Whether building CRM, education, loyalty, or culture, concentrate on creating an unique consumer knowledge with a personal touch that customers can?t get while in the self-service world of the web. Customers will seek out, pay a premium, and stay with those who provide superior client experiences.

2. 80% of companies believe they deliver a superior customer experience. Only 8% of their customers agree.
This remarkable statistic from Bain & Business reported during the Harvard Organization Review reveals that companies simply don?t understand customer experiences. Most focus their research and customer feedback on narrow product- or service-related features. The crucial is to focus on the entire client experience ? on the breadth of client emotions and perceptions, and on all the customer?s points of contact and experiences with your products, systems, and people.

3. Only 14% of customers leave for product reasons; 68% leave because of weak treatment by employees.
The strongest determinant of the quality of consumer experiences is whether customers perceive your employees and managers to be acting as their advocates and view them as being committed to their needs, feelings, and future experiences.If your people are truly not committed to the customer?s expertise and do not have superior services skills, your customers will walk out the door. Ahead of spending more on CRM, loyalty, and culture plans, train your employees while in the skills and attitudes of creating positive client experiences.

4. Companies lose 50% of their satisfied customers.
Satisfaction does not guarantee long term customer loyalty. A deeper emotional bond is needed to create long-term loyalty. That emotional bond is formed when customers knowledge authentic relationships with your firm and your employees.Customers need a personal relationship to companies at every interaction ? especially interpersonal interactions. Whatever your effort, train your employees to form authentic and personal relationships, not simply to respect them.

5. Only 4% of unhappy customers ever complain; 90% of non-complainers just go elsewhere.
Anybody who has ever experienced inadequate services knows how easy it is to never go back. Given a choice between complaining and going elsewhere, handful of people will pick confrontation. Build in consumer feedback opportunities at each point of interaction. Train employees to continuously ask, ?How are we doing?? and ?How can we improve??

6. The average value of a client is 10 times their initial purchase. It costs six times as substantially to attract a new client as it does to save and existing one.
Mass marketing doesn?t work anymore. Client decisions are more personal, imbedded in consumer communities, and built upon known and credible relationships. The solution is to train your employees with the skills to stop client defections, build total customer solutions, and create advocates who evangelize your products and people.

7. High service-quality companies average 12% ROS and grow 6% a year.
A 2000 research by Accenture and Montgomery showed that if a $1 billion business increased its investment in customer interactions from average to high, it could anticipate a $42 million return on investment. Executives and managers need to know the path to profits is through client experiences.

At Customer Focus Inc. we show how you can turn your front-line employees into customer advocates as CEOs: Customer Knowledge Owners. By owning the customer?s experience, your employees can build authentic bonds of trust that lead to long-term customer loyalty. Through a combination of developing the right skills, attitudes, and sense of personal empowerment and authenticity your employees can, as CEOs, ensure greater return on your investment in business enterprise systems and processes.

Customer Concentrate, Inc. is an international customer support training enterprise that provides innovative, world-class customer services skill building and culture-building education plans at low cost. Contact Steve Fugate: (817) 303-5256

? Copyright 2007 Consumer Concentrate Inc.
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