A great new report from Right Now has highlighted some powerful facts and figures to back up the stuff I regularly 'rant and rave about'. Here's just one snippet:
When asked how companies can encourage consumers to spend more,
- 61% said accessible information and availability for questions before making a purchase
- 66% said improved customer service
- 23% said a tailored shopping experience
Hate to say 'I told you so', but that sounds like:
- Be Easy To Buy From
- Delight Your Customers
- Get Personal
... all ingredients of my 'Forget CRM, Think MCR' Model which you can download free from here.
The report (The Right Now one!) is well, well worth a read - it's only 5 pages, and might tell you what you already know, but there are some really powerful statistics to get you and your team (re) focused on customers!
For example, they've calculated that the US Airline industry could make an additional $10.6 Billion this year alone by improving customer service!
If that's not an incentive, I don't know what is!