According to a study by McKinsey, 70% of buying experiences are based on how customers feel they are being treated.
This means that 70% of your business success stems from how you make your customers feel. And in today’s experience economy, customers not only value but expect exceptional service – and they’ll reward punish companies for the quality of their service with their pocketbooks. In fact, according to Bain & Company, a customer is four times more likely to buy from a competitor if their issue is service-related rather than price or product-related. So if you’re not able to respond to their needs, expectations or compensate for unfavorable experiences, it’s unlikely that your customers will be hasty to return.
From service design to service recovery, here is your guide to achieving service excellence.