Customer Experience Optimization
We at ServExceed, believe strongly that the best form of reputation management is preemptive, namely placing strong emphasis on providing optimal customer experiences. We help our clients achieve this, starting by setting the example ourselves.
The vast growth of the Internet and of social media has made it extremely simple for a frustrated, under-satisfied customer, to find an alternative provider of most any product or service, with 1 click.
Optimizing customer experience requires constant effort and focus and while customer service and marketing are components, there are others.
Ultimately it is the customers opinion that rules, even if you, the business owners/management know for certain that it is inaccurate. Responding promptly to customer inquiries from the numerous available channels has become challenging, to say the least. Studies indicate that upwards of 50% of customer service agents fail to answer customer questions satisfactorily and that over 85% of customers who change providers of a product or service, do so as a result of unsatisfactory customer experience.