Take your customers from deluded to devoted.
What you need to know
- 80% of employees think they give superior customer service but only 8% of their customers agree.
- The single factor that has the most impact on customers’ views is the way they are treated by front line employees. When employees pay attention, customers buy more, say more positive things and are much, much less likely to switch to the competition. This is true across all customer segments, propositions and industries.
- The key to great customer service is not to encourage customer heroics but to increase the proportion of occasions when your front line employees are giving customers their undivided attention.
- Employee attitudes and behaviour are driven only a little by systems and process and rather a lot by what their bosses and colleagues say and do, day in, day out.
What you need to do
Mind Gym has an impressive track record of changing culture leading to an increase in customer approval and customer retention.
The journey looks like this:
To find out more, download our latest white paper for free.
Plus, discover the scale of the gap between what your customers expect and the attentiveness of the service they receive with a free online reality check.
