It's no secret that an angry customer is a problem for all retail organizations. Not only is the individual unlikely to shop with you in the future, but when you add word-of-mouth to the equation, one person's negative experience can be easily amplified.
With traditional word-of-mouth reaching around 12 people, online and social networking word-of-mouth reaches a massive 69 times that, averaging around 825 people. To alleviate customer dissatisfaction, many successful businesses immediately look at their customer experience program a logical approach in theory. After all, a CX program ensures regular surveying and internal alignment on the customer journey. So all of your customers will be happy, right? Unfortunately, it's not that easy.
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