A recent Accenture consulting research study noted that 2 out of 3 consumers worldwide “switched providers in at least one industry in the past year due to poor customer service.” In addition, “Forty-four percent of consumers said their expectations today are higher than they were just a year ago.”
Boiling these two key points down to a quick conclusion, you could say that today’s customers expect more, and they are highly likely to leave if you don’t meet those expectations.
So what do you know about TODAY’S customers? Don’t just think in terms of surveys you conducted on customers 2 years ago or market research conducted 4 years ago or focus groups you did 18 months ago. What do you know about the customers you have TODAY?
Older information from past customers about previous experiences in a different time can lead to faulty decisions for tomorrow.
Any organization that wants to continue to learn, to improve, to grow, to succeed has to – at the same time – continually communicate with and learn about their customers. What do they expect out of their experience? Why are they a customer? Why would they leave? What competitors are they considering or already patronizing? What makes them loyal to you, or what WOULD make them loyal to you?
Ensure you have an ongoing customer research strategy that provides you with the fresh intelligence you need to retain and grow with TODAY’S customer.
Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/