- Jun 24 2016
Whitepaper: Customer Rage & Customer Experience ROI
Customer Rage & Customer Experience ROI – How An Infatuation With Insincere Customer Experience Metrics Destroys Brands.
Companies have put an overwhelming emphasis and invested meaningful resources in the customer experience. Yet, today’s customers are experiencing more problems than ever before, are less satisfied with corporate responsiveness than ever before, and get very little in return for their effort. In fact, the results of our study show that the vast majority of complaint handling experiences are extraordinarily bad for an overwhelming majority of customers. You have to ask: ‘Why are so many companies so incompetent at resolving customer problems?’
Our research and experience working with various companies, suggests that this low-level of complainant satisfaction is an unintended consequence of two corporate customer experience vices. First, and foremost, too many companies are infatuated with insincere customer experience metrics. Second, all too many companies build their customer care foundation on executing their transaction rather than on diagnosing and responding to what customers want.
Click here to download the whitepaper PDF entitled Customer Rage & Customer Experience ROI – How An Infatuation With Insincere Customer Experience Metrics Destroys Brands (PDF, 662Kb).
Visit our 2015 National Customer Rage Study page.
This article and many more are available to download on our Thought Leadership pages.
President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.