// PREDICTIVE INTELLIGENCE //
SIGNED , SEALED , DELIVERED – THE DEMISE OF CUSTOMER EXPERIENCE
Customer complaints are going to happen , but it is how companies handle them which will make the difference . Jonathan Sharp , CEO of Britannic , outlines how companies can handle complaints efficiently and quickly , reducing the risk of losing customers to competitors .
USTOMER EXPERIENCE
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OVER the last few years has diminished by 57 % ( Customer Contact Week Digital ) and not handling complaints well is one of the biggest challenges faced by companies . The UK Customer Satisfaction Index ( UKCSI ) stated 17.3 % of UK customers are experiencing a product or service problem , the highest overall level since records began in 2008 , costing British business £ 9.24 billion a month in staff hours . Managing and handling customers ’ complaints is essential to grow your business especially as 80 % ( Zendesk ) of customers will leave you after one bad experience and then share their views online for all to see .
The culture of ‘ signed , sealed and delivered ’ appears to be upon us with companies disregarding customers once the product or service has been bought . By not closing the loop and following through to see if customers are satisfied and dealing with complaints efficiently and quickly , companies are at risk of losing customers to competitors .
Listen up
Customer complaints are the answer to improving your products and services ; by listening to what you are doing wrong you can correct it . If you don ’ t know what the complaints are then you can never improve and grow . By listening
// to your customers , you are developing a strong relationship showing them they matter , 70 % ( McKinsey ) of the customers ’ journey is dictated by how the customer feels they are being treated so you have to exceed their expectations to demonstrate you value them .
First class journey
Customers ’ expectations have increased tenfold – they now expect instant personalised service 24 / 7 so it is vital that companies live and breathe a customer centric culture that is integrated into all processes and is essentially
RUSHING OUT TO BUY AND DEPLOY THE LATEST TECH WILL NOT IMPROVE YOUR CUSTOMER EXPERIENCE OVERALL .
Intelligent SME . tech
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