What are the hidden costs to an organisation when they don’t get their experience strategy right? In this article, we’ll list the seven deadly hidden costs of poor customer experience, alongside a five point checklist of simple things you can do to improve customer experience.
It’s critical to first understand why an angry customer is behaving in a certain way, so your team can identify their type and then defuse a situation.
I’m sure we’ve all heard the saying that customers are always right. I’m pretty sure we’d all agree that the customer’s not always right. In fact, sometimes they’re just dead wrong. The message in this phrase is not in its words, but really in its inferred, meaning and understanding
Dealing with this type of aggression falls under the category of unpredictable, meaning that unlike common aggression triggers, which the warning signs might be easier to identify, this type of customer may be triggered by other factors that stimulate their reactions and behavior.
After doing some recent research on the subject, some things have come to light, and what we see now is the majority of customers have actually got a higher expectation of good service than they did pre-pandemic and with a greater demand for fast and accessible interactions
I think most of us would realise with the social stress increase over the last two to three years due to the pandemic and just the general life upheaval we’ve all experienced
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