CRM Evolution 2014: Mediocrity is the New Horrible in Customer Service
- by Tuula Fai
"Mediocrity is the new horrible in customer service," Blair McHaney, Gold's Gym
Almost everyone knows that customers' expectations have
risen. But, after listening to two days of presentations at CRM Evolution, I
think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies
have gotten the message and are taking their customer service to a higher level.
For those who've been hesitant to 'boldly go where their customer service
organization has not gone before,' take heart. I’ve got some statistics that
will encourage you to take those first few steps.
Why should I change?
By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1
By empowering employees to delight customers, Gold’s Gym achieved
a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat
when you consider the industry averages are 40% NPS and 45% churn.2
By adapting quickly to social media, brands like Verizon have benefited
from social community members spending 2.5x-10x more than average customers.3
‘The fierce urgency of now’ is upon us in customer service. You
can take your customer service to a higher level! To find out more, click here
CRM Evolution Customer Service Experience Footnotes:
1. Arvindh Balakrishnan, Is Your Customer Service Modern?2. Blair McHaney, Wire Your Organization with Customer Feedback3. Becky Carroll, The Power of Communities for Improving the Service Experience and Building Advocates
