Customers Are Calling The Shots When It Comes to Their Experience
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Customers Are Calling The Shots When It Comes to Their Experience

February 24, 2014 by Morgan Pulitzer

Last week we shared some research-based statistics on The Age of the Customer Experience, and how this relevant industry trend Pinpoint Dark Suitis affecting business process and outcomes from a financial and credibility stand-point.

Here is a look at the customer experience from the customer’s perspective, backed up with data:

Customer Are Calling The Shots:

  • Customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. (Harris Interactive, Customer Experience Impact Report)
  • Two-thirds of consumers would be willing to spend more with a company – 13% more, on average – following an excellent customer service experience. In comparison, 55% of customers would cease buying from a company that provides poor customer service.  (The 2012 American Express Global Customer Service Barometer)
  • 89% of consumers began doing business with a competitor following a poor customer experience. (RightNow Customer Experience Impact Report 2011)
  • When asked what were the key drivers for a customer to spend more with a company, 40% said improvement in the overall customer experience, and 35% said provide quick access to information and make it easier for customers to answer questions.  (Oracle Report: Why Customer Satisfaction is No Longer Good Enough)
  • Even in a negative economy, customer experience is a high priority for consumers. 60% say they often or always pay more for a better experience.  (Harris Interactive, Customer Experience Impact Report)
  • 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)
  • Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.  (2012 Global Customer Service Barometer)
  •  Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-to-call” support automation (34%). (eConsultancy)

 

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1. Quickly locate satisfied or disappointed customers.
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Read how you can access in-depth business intelligence contained within the conversations your company is having every day with your customers using CallFinder’s affordable cloud-based call recording and speech analytics technology.

CF WP - Caputure Customer Experience

 

 

 

 

 

 

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Contact us to learn more about CallFinder’s speech analytics platform, which is cloud-based, affordable and flexible to grow with your business. We’ll give you a quick demo of the solution, and show you the power it has to extract critical content and learnings from your daily conversations with customers, automatically.

 

 

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