Читать книгу The Experience - Loeffler Bruce - Страница 7

The purpose of life is to experience the utmost, to reach out eagerly and without fear for a richer and newer experience.

– Eleanor Roosevelt

Customer service is worse today than it has ever been. Our internal research tells us that customers are increasingly frustrated because they feel that “no one seems to care.” What is truly sad is that it takes no more time to be warm, friendly, and personable than it does to go through the motions. Where has the genuine care gone? Where is the relentless resolve to cause an exceptional Experience?

Every person wants to feel important – and every consumer has a choice of where to do business. If a particular organization does not provide better service or a better Experience than what a consumer can receive over the Internet, why would a customer make the effort to come into the restaurant, store, or other establishment? Consumers want and deserve to feel valued, welcomed, and as if they really matter. Today's technology and social media capabilities give them the power to positively or negatively affect your brand. The Experience you deliver therefore has an enormous impact on your bottom line.

Research shows that today's customers are not just disappointed or dissatisfied; they are outraged. Reporter Brad Tuttle's article in Time magazine of June 7, 2011, entitled “Customer Service Hell” tells us that while 80 percent of companies believe that they provide superior customer service, only 8 percent of clients feel that they receive superior service from these same companies. This highlights a tremendous opportunity for businesses that desire to gain a real competitive advantage. A 201 °Customer Experience Impact Report by Harris Interactive stated that 9 out of 10 customers would pay more to ensure a superior customer experience. If these businesses were to provide a great experience for their customers when their competitors are providing a lousy one, they would not only be different, they'd be superior.

Reporter Brad Tuttle's article in Time magazine of June 7, 2011, entitled “Customer Service Hell” tells us that while 80 percent of companies believe that they provide superior customer service, only 8 percent of clients feel that they receive superior service from these same companies.

A 201 °Customer Experience Impact Report by Harris Interactive stated that 9 out of 10 customers would pay more to ensure a superior customer experience.

The stores we've come to know as big box retailers are losing customers by the droves. And most fail to recognize that their inability to create a positive experience is the problem. Unless we fix the holistic service problem – the total Experience – businesses will continue to see a steady decline in customers and therefore in revenue.