This was rough general customer experience.
We were heard for yearsThe importance of customer experience to a business is so great that a whole category is built around it with companies like Adobe and Salesforce. The economy, or lack thereof (or both?2022 was a year with poor customer service which resulted in poor experiences.
Your customer service team is your direct link with buyers, regardless of how great your product or service may be. Failure to provide customer service in an emergency can result in customers losing faith in you and a bad reputation. Social media channels are a great way for news to spread quickly. This is not the type of conversation you want for your brand.
We are asked constantly for feedback on how work goes, but this thirst for information doesn’t seem to correlate with improving the experience.
It is clear that customer service is directly related to the customer’s perception of it. We are down Ask for feedbackThis thirst for information on how to do the work didn’t seem like it would correlate at all to improving the experience.
Consider the poor people that bought Southwest Airlines tickets this week. One video was shown Airline employees policed their passengers. It is worth considering The airline admittedly failed,A representative of the airline has already called police on the passengers for being at their gate. This example is the best when it comes to abusing customers and ruining your brand’s reputation.
We hear a lot about data being able to improve customer experiences. But is that data ever accessible to those who interact with customers? They don’t need data—they need help, training, and mentoring, and there clearly wasn’t enough of that in 2022. Companies seem to have reduced customer service at the expense their customers’ experience, and ultimately, their brand reputation.
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