We help organisations execute the next big growth strategy – their people. Despite what you might believe our biggest disruption is coming from our customers. “86% of management believe that superior customer experience is important to an organisation’s success. But only 34% believe they have the tools or skills to deliver it.” HBR,2017
68% of customer defection takes place because customers feel poorly treated (TARP).
85% of consumers quit doing business with a company in 2011 because of a bad customer experience (Harris Interactive/RightNow).
90% of consumers said they have had poor experiences seeking customer support on mobile (software advice).
By 2017, 50% of product investment projects will be redirected to customer experience innovations (Gartner).
By 2020, customer experience will overtake price and product as the key brand differentiator (WalkerInfo).
The first step in exceeding your customer’s expectations is to know those expectations. (Roy H Williams, Author, Wizard of Ads).
68% of Americans said they were willing to spend more money with companies they believe provide excellent customer service (American Express).
Leads generated by B2B advocates are four to 10 times more valuable than regular leads.
63% of consumers search for help from others customers online (Lithium).
Word of mouth is the primary factor behind 20% - 50% of all purchasing decisions (McKinsey).
80% of management reported that they believed they delivered a “superior experience” to their customers, a mere 8% of clients agreed.