Ultimate customer experiences are surprisingly hard to find, and very few of us actually get to experience it.
We all engage with companies on a regular basis, and some things just don’t turn out the way you wanted them to.
Now, combine this problem with modern technological innovation and multi-platform usage and you have the perfect recipe for customers with high demands.
Today, we’re talking about the good, bad, and ugly side of customer service experience.
Customer service is pretty big in the modern digital age.
Not only do they have to deliver an amazing end-to-end customer service experience, they also have to do it on multiple channels.
Here are some customer service experience challenges faced by companies: Being a customer, how would you handle a bad customer service experience?
This makes it important for companies to provide an exceptional customer service experience when dealing with customers., 15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four.
Today consumers use an average of almost six touch points, with 50% regularly using more than four.
A bad customer service experience results when a customer is dissatisfied with the company he’s seeking assistance from.
Bad customer experiences have adverse effects on business, such as reduced satisfaction, decreased customer loyalty, increased frustration, and higher customer churn. Sometimes, customers go through quite an ordeal when dealing with customer service.