3 in 5 American customers (59%) would try a new brand or company for a better service experience.
All the discounts, incentives, and promotions in the world can’t make up for bad customer service. Fact is, almost 60% of customers will consider taking their business elsewhere if they believe another company would provide better service. To keep your customers happy and stay ahead of your competition, you need to avoid even minor missteps – a representative who was slow to respond, a website that’s frustrating and off-putting.
For an accurate picture of your customers’ experiences, perceptions and needs, you need to engage them throughout their journey. Even the briefest surveys, like the simple, straightforward Net Promoter Score (NPS), help to spot breakdowns and weaknesses in the customer experience. Set rules and alerts to flag negative feedback in real-time and trigger a speedy, effective response to bring disgruntled customers back from the brink.
Start listening to your customers now with Sogolytics CX with built-in NPS. Click here for more information.