Call Teresa Today: 850-460-7105 
Teresa Allen​Customer Service Speaker
  • Programs
  • Video
  • Bio
  • Kudos
    • Testimonials
    • Client List
  • Get Common Sense BLOG
  • Contact
    • Request Info
    • Meeting Planners
  • Programs
  • Video
  • Bio
  • Kudos
    • Testimonials
    • Client List
  • Get Common Sense BLOG
  • Contact
    • Request Info
    • Meeting Planners

How to Get Your Customer to Pay 10% More - EASY Service

7/22/2016

Comments

 
A recent Avaya study showed that 66% of customers will STOP spending money with you if your service is inconvenient.

The study further points out that what is truly at stake is the lifetime value of that customer.  If a customer feels that an experience is low effort and efficient, they appreciate it. (Does anyone think about the Staples Easy Button ad here?)  If all this is true, what leads to a perception of a difficult customer encounter?
Having to repeatedly contact you to resolve an issue
Inability to reach a human to get an answer to complete a transaction
Interacting with a rep who lacks knowledge on the product or service
Being transferred between staff or departments to get an answer or complete a transaction
Mark Wilson, Chief Marketing Officer at Avaya points out that ''companies need to test the service experience at every point in the customer journey to see how much effort it reqauires and whether it supports their brand objectives and business priorities".

What are YOU doing to map your customer journey?  Some time ago, I posted an article asking 'Have You Called Your Office Lately'.  If you haven't, you may want to check out that post and get on the phone and give it a try.  This could be your first step in the customer's shoes to see how easy it is to reach a live person.  TIME is a precious commodity for customers today.  And as the study points out, it may trump price.  Over half the respondents of this study said they would pay MORE to companies that provide consistently easy customer service.  21% said they would pay up to 10% MORE!  So if you think your budget won't allow for changes that bring ease to the customer service process, think again.  That expenditure may have a direct link to your bottom line profits!

Click HERE to see more on the Avaya/Harris Interactive study.
Comments
    Picture
    Picture

    Archives

    March 2020
    February 2020
    October 2019
    August 2019
    January 2019
    April 2018
    December 2017
    June 2017
    March 2017
    December 2016
    November 2016
    October 2016
    September 2016
    August 2016
    July 2016
    June 2016
    May 2016
    December 2015
    October 2015
    September 2015
    May 2015
    March 2015
    October 2014
    May 2014
    November 2013
    September 2013
    August 2013
    August 2012
    February 2012
    December 2011
    July 2011
    June 2011

    Categories

    All
    Communication
    Customer Engagement
    Customer Service
    Customer Service Study
    Sales
    Telephone Customer Service

    RSS Feed

Call Teresa Today!  850-460-7105
Home | Event Photos | Shop | Contact | Newsletter 
© 2018 Common Sense Solutions, a Division of Success Strategies
Website by Hemingway West