How to Lose an Account

Consumers do, in fact, care about experience. In fact, in many ways the rise of quick-service formats and automated service has actually fuelled a greater desire for good old-fashioned customer service, particularly in face-to-face form.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

I think we need to build better relationships with our customers. With our current customers, it seems as if we are constantly just a one-time kind of business. We do not want to be that, we want the customers to return because they trust us. Not because they consistently have problems even with our help.

The customer experience comprises of the product of the interactions a customer has with a company and its services. The overall experience reflects how the customer feels about the company and what it has to offer meaning the experience could either be a good or a bad one.

Losing a customer means a lot more than losing a sale, it means losing the entire future stream of purchases that the customer would make over a lifetime of patronage. There are a number of reasons why a customer may stop buying from a company; very often though that reason is linked to poor customer service as opposed to something inherently wrong with the brand itself. Customer relationships give companies a competitive edge based on the merit that if consumers are happy more often than not those consumers will continue to do business with said company. A recent study conducted by TD Canada’s customer loyalty poll asked consumers which form of appreciation are

Customer experience is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include awareness, discovery, cultivation, advocacy, purchases and service. 50% of customers use a company more frequently after a positive customer experience (Brookes,

Customers want to be treated in a friendly manner with honest, straightforward information and responses. They appreciate a customer service representative who is willing to admit mistakes and work to correct them. Customers who believe they have been misled stop doing business with the company. These ‘critical incidents’ are experiences that make the customer walk away and never return. They don’t complain, they just leave and share the negative service experience with others. The bad news spreads, leading the organisation to lose more customers and deterring prospective customers. Critical incidents can include broken promises that annoy and anger customers. Customers expect to be informed if a promise cannot be fulfilled. Finally, customers expect understanding and empathy from a customer service representative who is willing to see things from their point of view, especially when there is a problem.

One of the business problems that has been identified by Comcast is providing a great customer experience. In the past Comcast struggled with customer experience due to the lack of customer satisfaction. Over the years the customer experience did improve but there were some road blocks still preventing Comcast from moving forward. In order to provide a great customer experience Comcast had to modify their strategic plan to improve customer satisfaction. In order to provide a great customer experience Comcast had to find the root cause of why customer satisfaction was still not at its targeted goal. After making many observations at their call-center locations it was discovered that job satisfaction was impacting customer satisfaction.

Only 22% of consumers say the average retailer understands them as an individual, and only 21% say the communication they receive from the average retailer are “usually relevant”. Most companies understand how critical is to do better – 88% say their growth depends on personalising the customer experience – but lack the resources and expertise to design an improved customer journey. Only 37% believe they have the

In what stage of the consumer decision making process is Josh when he becomes concerned if the video game he downloaded will be enjoyed by his friends?

The customer experience is a competitive battleground and your company’s fate is tied to it.

Improving customer service, offering them the best selection, quality, and value (Company History, n.d.) is at the core of the business. The company is committed to the customer’s experience and tailors the business “through the eyes of our customers” as “listening to the customer has never been more important” (Annual Reports, 2014). Additionally, the company offers a variety of brands and services to serve

It’s essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of customer satisfaction and loyalty. Aren’t they the same thing? No, they are absolutely not and they are enormously

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do