Page 13 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

Get real

Are you tired of bad attitudes, slow service and empty promises
from service providers who no doubt mean well, but seem to have
forgotten why they’re there? Customers are the life blood of any
business and should be treated with the care, attention and
respect they deserve. Your customer journey must reflect this at
every step of the way, in your digital as well as in person
interactions.

The highest performing organisations are most likely to see
customer service as integral to their business performance and to
proactively seek ways of measuring its top and bottom-line
impact.

The Institute of Customer Services (ICS) UK Customer
Satisfaction Index (UKCSI)

The latest research suggests that customers are no longer
prepared to tolerate empty promises and are seeking the services
of real people.

Companies that:
• consistently provide a friendly, genuine and honest
approach to business
• appreciate the need to develop sustainable, mutually
beneficial relationships with clients
• can be counted on and trusted
• bother to listen to their clients’ needs, challenges and
problems and offer appropriate, bespoke solutions, not a
one size fits all

Customers can afford to be more discerning as they are now spoilt
for choice, having access to a wide array of service providers and
numerous options. All of these are accessible, faster and more

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