The Customer Experience Isn’t About Perfection; It’s About This.
Ben Okra once said, “The fact of storytelling hints at a fundamental human unease, hints at human imperfection. Where there is perfection, there is no story to tell.”
The same can be said when it comes to customer experience, customer loyalty, and customer satisfaction.
Positive customer experiences occur when a problem is solved, when a service rep listens and understands, and most importantly, when the service team is quick to respond. Conversely, people are mad when dealing with long wait times, multiple transfers, lack of clear contact information, and customer service reps without the authority or tools to help.
Let’s look at some stats from our friends at
Hubspot about positive customer experiences.
Cause - positive customer experiences
✓ According to 69% of respondents, the main reason consumers were impressed with a customer experience was that the service team was quick to respond.
✓ 38% of those surveyed said their customer experience was great because the problem was solved.
✓ For 28% of respondents, they were impressed because the service rep listened to and understood their needs.
Cause - negative customer experiences.
╳ According to 47% of respondents, the main reason a customer experience was frustrating was that they couldn't find the contact information on the company's website.
╳ Additionally, 33% of people have been upset because they had to deal with long hold times.
╳ 29% of those surveyed had a poor customer experience when they kept getting transferred to different reps.
When thinking about your customer experience, think about the customer, how you can help, and what problems you can solve. Don’t worry about being perfect. Worry about being helpful.
After all… "Perfection is the enemy of progress." - Winston Churchill
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