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Those in charge of service and the customer experience todayare faced with challenges both large and multifaceted. Withboth customer expectations and the cost of service deliveryrising, service and support owners are faced with increasingpressure to close the gap.And since control over the conversation has gone completelyover to the customer, it becomes an increasingly difficultgap to close. Thanks to social media, we no longer controlthe messages zinging around the marketplace. Whetherour products really are “New and Improved” is now underdaily scrutiny by millions of social customers and they canbroadcast their judgments at the click of a mouse.So, many service and support owners today live in constantfear of a social media crisis brought on by that onedisgruntled customer over that one thing that went wrongthat one time. If we ignore or don’t respond quickly enoughto customer feedback—heads up! It can be all over Twitter,Facebook, and YouTube as fast as you can say, “Doh!”No question, building positive brand reputation and bettercustomer loyalty with support is getting more expensiveand harder to do right. Overall customer satisfaction isgenerally far south of our comfort zone. 60% of customerssay customer service does not meet their expectations
—anespecially painful data point with cascading repercussionswhen all that poor service inevitably leads to poor sales.According to Jupiter Research, 80% of customers are lesslikely to buy again after a poor customer service experience.The end result is an environment in which many serviceand support line of business owners now operate underunfunded mandates to deliver better customer experiencesand improve customer satisfaction while servicing a growingnumber of channels. Indeed, the social media explosion hasgiven us endless new channels and technologies to masterand manage and with them, a veritable tsunami of data weneeded to understand yesterday.
i’m never evershopping thereagain, ever!