Recent findings from Harvard’s Business Review exposes three classic customer experience myths:
1- Customers want to have relationships with brands. Truth: 77% don’t want to build a relationship, they are viewing their interactions as transactions.
2- An increase in interactions is always the answer. Truth: Too much interaction, too many emails, flash sales and contact can create information overload and actually drive customers away.
3- Loyalty comes from regularly engaging with a brand. Truth: Brand loyalty should not be confused with convenience. We may buy from a company which is convenient, but this is not Brand loyalty. Brand loyalty is built on a choice between Brands that we make. Brand loyalty is built on shared values.
Are you building you customer experience based on any of these false beliefs?
Taylor Reach can help you assess your current strategy and plan and help you get back on track.
via The Taylor Reach Group - Call Center Consultants http://ift.tt/1GM2s1a