{"id":3311,"date":"2017-04-27T14:48:59","date_gmt":"2017-04-27T18:48:59","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=3311"},"modified":"2022-12-02T05:53:31","modified_gmt":"2022-12-02T10:53:31","slug":"customer-service-in-the-age-of-customer-3-0","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/customer-service-in-the-age-of-customer-3-0\/","title":{"rendered":"Customer Service in the Age of Customer 3.0"},"content":{"rendered":"

We all remember the disturbing 30-second video of a bloodied United Airlines passenger being dragged from his seat on an overbooked flight at Chicago\u2019s O’Hare International Airport. The now infamous video attracted more than 6 million views in one day, sparked international outrage, and threatened to unravel more than a year of work by CEO Oscar Munoz to rebuild the airline’s battered customer service reputation. In the age of Customer 3.0, the damage this incident caused to United’s reputation could be irreversible\u2014at least for some consumers.
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“If United had crashed a plane, it would have been less of a PR disaster than this. It just looks so cruel, and inexplicable and arbitrary.”<\/em> George Hobica, founder and president of airfare listing and travel advice site, Airfarewatchdog<\/span><\/p>\n

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Strong Relationships, Connecting with Customers Encourages Faster Growth <\/strong><\/p>\n

Mastering customer relationships is quickly becoming the holy grail for companies, and with good reason. In a global world where competition is often only a mouse click away, businesses must consistently work to provide high quality customer service and maintain positive customer relationships. Bain & Company<\/a> have found that increasing customer retention rates by just 5% can lead to a profit increase of 25% to 95%!<\/p>\n

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As customers interact with businesses across multiple channels, businesses must find the best way to respond and meet their customers\u2019 expectations. They need a customer-centric approach so their customers feel a connection to the business that fosters a long-lasting relationship and cultivates customer loyalty.<\/p>\n

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”<\/em> Maya Angelou, poet and civil rights activist<\/span><\/p>\n

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The Sale is Just the Beginning<\/strong><\/p>\n

Customer Experience (CE) expands the traditional Customer Service and Customer Relationship Management (CRM) activity to be anticipatory and proactive throughout the customer lifetime. To build strong customer relationships and brand loyalty, organizations must:<\/p>\n