Are you ticking ALL the right boxes?
In my first blog Customer Experience is more than just Customer Service, I suggested one of the essential steps to creating happy customers was to conduct regular assessments to ensure the standards you’re aiming for are being maintained. I call this process a Customer WalkTM and in this article, I’d like to unpack that a little more.
Typically, when asked, most business owners and managers believe they are doing a pretty good job in the Customer Service stakes. They confidently suggest the experiences they provide are great and they don’t need any help in that area. Sadly however, in most cases, perception is quite different to reality.
80% of companies say they deliver “superior”
customer service, 8% of their customers agree!
Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
So how do they get this so wrong? If most people are walking away seemingly happy with the service provided, why is there such a vast difference between these two numbers?