Rant & Rave Coverage on EngageCustomer.com
With the proliferation of communication channels, customers now have more power and information than ever before, and they expect instant service gratification. This has led to a widening expectation gap with today’s businesses where 61% of customers churned in 2016. More significantly, 81% of those defectors said they could have been saved had the company acted. So, what holds the key to keeping these customers happy? Your employees! Great customer experiences start with great employees. An engaged and motivated workforce is better equipped to deliver high quality customer service employees. Companies need to be listening; this is proof that customers are telling them they’re not happy and that they’re willing to share why.