Why a Personal Follow Up with Your Customers is the Key to Success
A recent study of customer experience (CX) that queried 20,000 consumers relating to 10,000 brands found that 45% of consumers preferred a personalized experience in support interactions over personalized experiences in the marketing or purchase process.
The study also found 38% of the consumers associated the emotion, “satisfaction” with positive brand experiences, and 40% chose that emotion to describe their experience with brand to which they are loyal.
The Takeaway? You may not need to achieve an excellent rating from your customers, but you’d better make sure you’re getting your best marks in the follow-up and support areas of your customer relationships.