Page 7 - Delivering Authentic Customer Experiences

Delivering Authentic Customer Experiences

Would you like to consistently and cost effectively encourage your
customers to use more of your services, more often?

We live in a competitive world, which is increasingly becoming digital by
default. Whatever service you offer, the chances are someone else is
providing a similar experience or solution online, or just around the
corner. Good clients are hard to come by and often costly to attract, so
once they’ve chosen you as their preferred supplier, be honoured, be
grateful and be mindful that they can and will switch allegiance if you
fail to meet their expectations.

66% of B2B (Business to Business) and 52% of B2C (Business to
Consumer) customers stopped buying after a bad customer
service interaction and 39% continue to avoid vendors two or
more years after a bad experience.
Zendesk

In fact, failure to deliver an authentic customer service can result in…
• A loss of reputation
• Shrinking profits
• Low staff morale
• Increased staff turnover
• Increased client attrition
• Higher recruitment costs (employees and clients)
• Reduced organic growth
• Loss of up-selling and cross-selling opportunities
• Wasted time, effort and money

One client put it in a nutshell:

When we get it wrong we’re handing our customers to the competition
on a silver platter.

This book will be a valuable read for independent professionals and
owners or managers of SME's (small/medium sized enterprises),
offering services, solutions or experiences to their customers. You’ll find
seven tried, tested and proven principles, practiced by authentic
customer service-providers. These are becoming increasingly important