Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.
For your benefit, TeleFaction brings you selected facts that are important for most businesses and organizations.
- Marketing research is said to have shown that about 70 to 80% of all products are perceived as commodities, that is, seen as being more-or-less the same as competing products. Where to differentiate yourself then? On the customer experience!
- An interesting study presented by Shaun Smith showed that 80 percent of all customers who switch suppliers express satisfaction with their previous supplier. Why do they switch then? Satisfaction is not enough, experience/emotion is more important.
About the Author
TeleFaction is an international privately owned, Danish company founded in 2002. We deliver Return on Behavior®, a patented concept that helps large organizations drive growth and increase profitability through improved customer loyalty. Our clients believe that the process of becoming customer-centered starts from acknowledging that their performance for service can always get better.
Our team of experts within Customer Experience Management produce surveys, gather and analyze data on your customers’ level of satisfaction at all contact points. These measurements are used to understand the clients´ needs in order for you to create positive customer service that guarantees retention. As a result, you also increase employee engagement, sales efficiency and improve your product and services.
This is because, at TeleFaction, we know that the bottom line of any effective customer service strategy is the maintenance of a constant corporate message that managers, employees, and customers understand and trust.
