Customer Experience: a winning strategy
Customers prefer great customer experiences to the latest, hottest products according to a recent US survey.
Conducted by Harris on behalf of Verint Systems, the survey confirms that consumers overwhelmingly prefer good customer service over the hottest, most innovative product offerings and that most consumers tell others about their customer experiences, bad or good.
The results revealed that of those surveyed:
- 88 percent reported they find a company with good customer service more enticing than one with the hottest, most innovative product offerings. Only 12 percent preferred a company with the hot, innovative product.
- 90 percent report that, on average, they tell at least one person about a bad customer service experience, and 85 percent tell multiple people.
- 88 percent of customers tell at least one person – and 81 percent tell multiple people – about a good customer service experience.
It just goes to show that Award winners win in the marketplace too!
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The UK Customer Experience Awards are sponsored by some of the leading companies and organisations, who understand the importance of measuring and benchmarking the ‘customer experience’.
