“I want it, I want it now and I want it easy!”
A rapid improvement in smart technology and 24-hour access to information, products and services has created a ‘demand it now’ culture. So, when we don’t get ‘it’ bang on time, what happens and how do we feel? The answer: not satisfied.
Can’t Get no Customer Satisfaction?
It doesn’t matter where we work; whether it’s in the public or private sector, we demand customer satisfaction. Our expectations of top customer care are there whether it’s paid or unpaid work too. And, in and out of our place of work, the demands and our expectations of the service we want to receive have increased exponentially. In fact, in the past ten years we have seen a seismic shift in our buying behaviour which has led to organisations having to radically change their customer experience. Now it’s all about customer engagement, retention and loyalty. Luckily, Brightstone has the answers…
Statistics that tell it as it is…
- 89% of customer service leaders stated that their main strategy is to exceed customer expectations, yet 84% of customers told us that their expectations had not been exceeded during their most recent interaction.”
‘Stop trying to delight your customers’, Harvard Business Review
- “86% of customers will pay more for a better customer experience, but only 1% of customers feel that organisations consistently meet their expectations,”
Customer Experience Index Survey
- “Companies who measure ‘customers recommending a friend’ (NPS) can experience an increase of up to twice as much growth compared to those that don’t.”
Harvard Business Review
Instant Customer Karma
Customer experience is still firmly on the senior leader’s agenda yet many organisations are struggling to improve their experience. They are trying to do the right things: investing considerable resources in improving processes, upgrading technology and developing people. But something still isn’t working. Brightstone understands the needs of modern individuals and organisations; we have the solution you need.
According to conventional wisdom, customers are more loyal to organisations that go above and beyond. But research shows that exceeding their expectations during service interactions makes customers only marginally more loyal than simply meeting their needs which, from a cost perspective, is not a viable strategy in the long term.
At Brightstone we have found the answer to improving customer experience is to:
- Embed it in the hearts and minds of everyone who works for you, by developing a customer focused culture.
- Make it a personalised and effortless experience.
The Mindset Makeover
Developing customer services requires a combination of the latest thinking in service experience, neuroscience and behavioural change. You can add the fizz into improving communication skills and customer service techniques by equipping employees with the essential mindset, behaviours and skills to deliver personalised and low-effort customer experiences each and every time. Step by step, we can change the way you and your team think and behave. We have the expertise and experience to deliver programmes that will teach you:
- Embrace difference
- Show empathy
- Reward Innovation
For more information about our customer skills programmes or support with change management please contact Brightstone on: 01273 233787. Richard and the team are here to help now – just when you want it!
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