The big issue facing companies today is coming from the increased competition and heightened expectations from customers. It’s a company’s ability to provide a quality experience for the customer.
This goes for the way they come in contact with you through outreach and marketing channels, to the way they are met with information and sales, to the quality and timeliness of their product or service, all the way to the follow up and long-time relationship.
Did We Mention Customer Experience is Important?
This isn’t the first time we’ve posted an infographic showing the importance of the customer experience and I can assure you it won’t be the last.
That’s because making a quality customer experience is getting more necessary by the day. Not only are companies starting to understand the importance, but they’re also starting to implement plans to improve that experience for their customers.
Even more urgent is that a new app is released every day that has the ability to write and read reviews for just about everything. You’ve got Yelp, FourSquare, OpenTable, and my personal favorite but now defunct: Oink. The list goes on and on.
And every one of these apps and websites is a soap box for irate and angry customers to vent and publish your company’s mistakes or failures.
And they will post about your failures. In fact, customers are 2 times more likely to publish a bad experience than a positive one. That makes it twice as important to provide positive experiences.
All of the data below sums up to one big warning: perfect your customer experience or pay the price.
Originally posted on Invesp Blog.