Customer Experience
Business as usual must now be extraordinary.
It is not the employer who pays the
wages. Employers only handle the
money. It is the customer who pays the
wages.
~Henry ...
Critical

Profitable

Quality

Seamless
(Ideally)

Game-changing

Worthwhile

Customer-centric

Emotional

Complex

Engagi...
96% of unhappy customers don’t
complain, however 91% of those will
simply leave and never come back.

Source: 1Financial T...
Why?
It’s often a case
of:
“what the
customer needs
versus what the
customer gets”

Image Source:
http://marianina.com/blog/w
p...
To understand the
man, you must
first walk a mile in
his moccasin.
~North American
Indian Proverb

Picture Source: http://...
Not convinced yet?
89% of consumers have stopped doing
business with a company after
experiencing poor customer service.

Source: RightNow Cu...
Nearly a third of consumers believe
that businesses are now paying less
attention to providing good customer
service.

Sou...
A customer is 4 times more likely to
buy from a competitor if the problem is
service related vs. price or product
related....
In other words, in order to provide an
excellent customer experience, you
must have your customer service in
order.
Picture Source: http://www.stockrockandroll.com/business-advice/keep-customers-happy/
What can you do?
•

Listen to your customers, THEN
act.

•

Respond quickly to customers’
needs and questions.

•

Provide a solution to yo...
You know what can really
help?
Interacting with your
customers in their native
languages!

Picture Source: blogs.discovermagazine.com
You will earn the trust of your
customers when you talk to them the
same way they talk to each other and
themselves.
~Perr...
How can you
respond to your
customers in their
native languages?
The answer:
http://languageio.com/prod
ucts/linguistnow-r...
Thank you!
Language I/O
(781) 990-1282

ask@linguistnow.com
To request a demo: http://languageio.com/contact-us/
Customer Experience: Business as usual must now be extraordinary!
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Customer Experience: Business as usual must now be extraordinary!

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Do you believe customer experience needs to be more of a primary focus at your place of business? We agree. Here's proof as to why.

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Customer Experience: Business as usual must now be extraordinary!

  1. 1. Customer Experience Business as usual must now be extraordinary.
  2. 2. It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. ~Henry Ford
  3. 3. Critical Profitable Quality Seamless (Ideally) Game-changing Worthwhile Customer-centric Emotional Complex Engaging Picture Source: http://www.ereachconsulting.com/wpcontent/uploads/2012/08/the-Customer-Experience-is.jpg
  4. 4. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back. Source: 1Financial Training Services, http://ow.ly/sEwTY
  5. 5. Why?
  6. 6. It’s often a case of: “what the customer needs versus what the customer gets” Image Source: http://marianina.com/blog/w pcontent/uploads/2007/11/W
  7. 7. To understand the man, you must first walk a mile in his moccasin. ~North American Indian Proverb Picture Source: http://bakerstreet.dreamwidth.org/803587.html
  8. 8. Not convinced yet?
  9. 9. 89% of consumers have stopped doing business with a company after experiencing poor customer service. Source: RightNow Customer Experience Impact Report
  10. 10. Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. Source: Echo 2012 Global Customer Service Barometer
  11. 11. A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. Source: Bain & Co.
  12. 12. In other words, in order to provide an excellent customer experience, you must have your customer service in order.
  13. 13. Picture Source: http://www.stockrockandroll.com/business-advice/keep-customers-happy/
  14. 14. What can you do?
  15. 15. • Listen to your customers, THEN act. • Respond quickly to customers’ needs and questions. • Provide a solution to your audience’s need(s). • Provide multichannel customer service. • Always let your customers know how much they are valued. • • Show compassion, and have some passion! Don’t forget about your employees – empower and inspire them. • Ensure your operations and interactions are straightforward. • Save the drama – maintain a positive demeanor. • Use technology that can enhance the relationship (Ex: LinguistNow for Salesforce and Oracle RightNow)
  16. 16. You know what can really help?
  17. 17. Interacting with your customers in their native languages! Picture Source: blogs.discovermagazine.com
  18. 18. You will earn the trust of your customers when you talk to them the same way they talk to each other and themselves. ~PerryMarshall.com
  19. 19. How can you respond to your customers in their native languages? The answer: http://languageio.com/prod ucts/linguistnow-response/
  20. 20. Thank you! Language I/O (781) 990-1282 ask@linguistnow.com To request a demo: http://languageio.com/contact-us/

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