The 3 Secrets

The recent Temkin Experience Ratings Report showed the first drop in customer experience in its five years. The report surveyed more than 10,000 consumers about their experience with 293 companies, and of the 20 industries included, only four saw an increase in positive customer experience, while 16 recorded a drop.

It’s no secret that we’re well into the age of the empowered customer, but those results illustrate what that actually means for many businesses. Quite simply, customer expectations have never been higher. Even a quick look at the report shows that customers require more personalized, immediate, and available service.

Yet some channels, by their very nature, are prone – and more sensitive – to perceived delays. Chief among them is social media. In a world where a social media conversation travels faster than an earthquake, responses must be instantaneous to keep customers engaged and happy. But many companies can’t keep up with this pace: An American Express survey of consumers showed that 35 percent of respondents rarely or never receive a response or have their complaints resolved through social media.

Source: business2community

About LaraNet: We are a web design firm focused to help you to grow your business and communicate with your customers and prospects using two simple but powerful tools: 1) Interactive Website and 2) Internet Marketing Strategy on social networks like Facebook, YouTube, Twitter, LinkedIn, etc …
Whether you want to work with just a web page, or launch or improve your presence on Facebook, Google+, LinkedIn or communicate with your customers through newsletters, or improve the location of your business in the search engines through Search Engine Optimization, or start marketing your products or services online, in LaraNet we can help you.

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