a more effective customer service, companies are integrating this department within the organization itself, 84% of the companies that participated in the survey indicate that their customer service strategy is coordinated with their strategy of consumer experience, while 14% are in the process of materializing this integration. Companies are becoming aware of the need to connect with the customer, and this involves providing positive experiences. A positive experience produces satisfied customers, and these customers have a good chance of becoming loyal customers of the brand, as well as reinforcing their feeling of belonging to the brand.
This has a direct impact on the volume of business, in addition to encouraging these satisfied customers to recommend the brand in their environment. At the other extreme, a negative experience can lead to loss of sales, loss of customer confidence in the Gmail Email List company and, even worse, the deterioration of the brand's reputation. When it comes to providing effective customer service, the ability to act quickly is crucial. 71% of customers value response time as the determining factor of good customer service; even 52% said they would abandon their purchase if they don't get the response they need. On the other hand, customers want to have several possibilities to contact the company.
73% use the phone, while almost half use the web, mail or online chat. The study also indicates that social networks are the channels that register the lowest satisfaction rate, but it does not detail the reasons, or what practices companies are carrying out in this area. Companiesads By Carmen Santo Article COMPANIES Apr 29, 2013 Customers still do not feel loved or treated as they deserve by companies 84% feel ignored when they turn to customer service Tags customers brands Business Attention read later favorites 0 CS Carmen Santo Personal Branding and Online Reputation Consulting. Social Media Manager of @Ready4Social. Journalist specialized in online marketing. Follow Author ads.