customer experience: business as usual must now be extraordinary!

Customer Experience

Business as usual must now be extraordinary.

It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.

~Henry Ford

Picture Source: http://www.ereachconsulting.com/wp-content/uploads/2012/08/the-Customer-Experience-is.jpg

Critical

Quality

Game-changing

Worthwhile

Customer-centric

Profitable

Seamless(Ideally)

Emotional

Complex

Engaging

Source: 1Financial Training Services, http://ow.ly/sEwTY

96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back.

Why?

It’s often a case of:

“what the customer

needs versus what the customer

gets”

Image Source: http://marianina.com/blog/wp-content/uploads/2007/11/WhatOurCustomersNeed.png

To understand the man, you must first walk a mile in his moccasin.

~North American Indian Proverb

Picture Source: http://bakerstreet.dreamwidth.org/803587.html

Not convinced yet?

89% of consumers have stopped doing business with a company after experiencing poor customer service.

Source: RightNow Customer Experience Impact Report

Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service.

Source: Echo 2012 Global Customer Service Barometer

A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related.

Source: Bain & Co.

In other words, in order to provide an excellent customer experience,

you must have your customer service in order.

Picture Source: http://www.stockrockandroll.com/business-advice/keep-customers-happy/

What can you do?

• Listen to your customers, THEN act.

• Provide a solution to your audience’s need(s).

• Always let your customers know how much they are valued.

• Show compassion, and have some passion!

• Use technology that can enhance the relationship (Ex: LinguistNow for Salesforce and Oracle RightNow)

• Respond quickly to customers’ needs and questions.

• Provide multichannel customer service.

• Don’t forget about your employees – empower and inspire them.

• Ensure your operations and interactions are straightforward.

• Save the drama – maintain a positive demeanor.

You know what can really help?

Interacting with your customers in their native languages!

Picture Source: blogs.discovermagazine.com 

You will earn the trust of your customers when you talk to them the same way they talk to each other and themselves.

~PerryMarshall.com

How can you respond to your customers in their native languages?

The answer: http://languageio.com/products/linguistnow-response/

Thank you!

Language I/O

(781) 990-1282

ask@linguistnow.com

To request a demo: http://languageio.com/contact-us/