by Chris Ezekiel, Founder & CEO
This month I had the privilege of contributing articles to two leading industry websites. On 10 January, my article Customer Experience Technology Retools Brand Strategy appeared on the Direct Marketing News website, and my second article, How to Provide Exceptional Customer Service, became available on the eM+C website on 23 January.
With a recent independent study on consumer preferences finding that 92% of the participants felt a poor customer experience decreased their brand loyalty, I believe these topics are very relevant and important to businesses as we enter the New Year. Customers today want to be in control of their interactions with your company whether that be via web, mobile applications, social sites or in person. Research shows that people are willing to pay more for a positive customer experience, even if that means purchasing from your competitor.
The tips I outline in each of my articles come from my years of experience working with a wide range of companies in a variety of industries, each with their own unique challenges and expectations but all ultimately wanting to improve their customer experience. A genuine investment in customer experience technology gives companies an edge in building brand loyalty by providing consumers with the service options and personalised attention they want and have come to expect. My company prides itself in offering multi-channel customer experience management solutions that can be a powerful and positive force for businesses in the development and implementation of a comprehensive and exceptional customer service strategy.
I invite you to take a few minutes to read my articles on brand strategy and exceptional customer service to see for yourself how my insights can be applied within your company to foster a loyal, happy customer base through positive customer experiences.