2 Easy Steps Toward a Customer Experience Victory Over Brand Bashing & “Badvocacy”: Leveraging Product Help onto the Customer Experience Frontline
Last year only 1% of consumers surveyed reported that their expectations for a good customer experience were always met. The same survey reports that 89% said they moved their business to a competitor after a single poor experience. It should be noted that that rate of consumer defection is up 21% since 2006. Two things are clear here. First, consumers’ expectations for great customer service and experiences are rising, and second, companies that don’t invest in the customer experience can expect to lose their customers to those that do. The first step to take toward creating tangible customer centricity is actually often over-looked by a good number of companies, and it’s the most critical step: Product documentation and help.