Do you know if the customer experience your business offers is really delivering a great experience or is it detracting from your customers and even your employees? We know that today, customers demand to do business with the people and businesses that offer them the best experience. With customer expectations at record high levels and customer service at an all time low, it’s essential to know the causes and costs of a poor customer experience and service, and how you might need some help.
It could be trouble for you once someone has a bad customer experience with your business. They might quietly move on to one of your competitors, but in today’s digital times it’s far more likely that–at minimum–the vast majority will share their disappointment with family, friends, and coworkers. An unhappy customer is typically willing to share their story with a wide array of people, basically anyone who will listen. Probably exagerating the issue too!
And if they’re frustrated enough about a poor customer experience to want to warn other customers in a way that goes well beyond one conversation, they will often leave negative customer feedback online such as with Google, Yelp, Next Door and other review sites. In fact, studies show that customer rage and publicly shaming businesses online is on the rise.
Whether or not your customers vent their frustrations privately, or publicly–frequently, on social media–over time fewer of them will stick around or even give your business an initial chance. These days around half of your customers will take their business elsewhere after just one unsatisfactory customer experience. What about after two bad experiences, you might ask? The number soars to 80 percent, as your revenue and reputation head toward the garbage dump.
The Magic Is Created By Your People!
Improved Customer Experience Interactions
Can Increase Your Profits Anywhere From 25 to 95 Percent!
The best customer experience is provided by employees who feel supported, equipped with resources, and valued by their bosses. Surveys continue to show that just 5% higher return rates due to improved customer experience interactions can increase your profits anywhere from 25 to 95 percent! But we know that without happy, inspired, engaged and trained employees providing the kind of excellent customer experience you want in your business you just won’t succeed. Your business will continue to receive low marks on review sites and your customers will continue sharing their thoughts about their negative experience.
We sometimes should not put the blame solely on our employees. The best customer experience always begins with a positive employee experience and setting your team up for success. A healthy employee experience culture keeps your team happy and engaged in their roles, which will help your business grow. In fact, businesses with the highest employee engagement are 23% more profitable than those with low employee engagement.
With all that in mind, you can’t afford to turn a blind eye to your present work environment. So let’s be crystal clear on the symptoms of a toxic work environment. Then you can prevent it from spreading into your business. See if any of these exist in your work culture.
Are You Experiencing Any of These Signs of a Poor Employee Experience In Your Company or Business?
1. Are Your Team members not communicating openly with you or your managers and supervisors?
2. Passive, aggressive or passive- aggressive communication is the norm.
3. Is poor performance, dishonest or unethical behaviors are being tolerated by you or your managers?
4. Are you experiencing high employee turnover and team member absenteeism?
5. Is morale low and productivity at a low level in your business?
6. Are you or your Managers pressuring staff to work long hours and neglect work-life balance.
7. Is there an increase in customer complaints?
8. Does gossip, cliques and negativity related drama go unchecked in your business?
9. You have so many poor-performing turkeys on your team that you can’t attract any eagles.
10. Do you or your leaders feel like you have to babysit or micromanage instead of inspiring and motivating your team to do the things and job you want them to do?
DO YOU HAVE A PLAN TO FIX IT OR PREVENT IT FROM HAPPENING TO YOU?
Now that you know what you don’t want in your business or with your team, what is your next step? Do you have a plan to fix it? Do you even know how to fix it or where to start? Would you like my help?
I am offering you a FREE 45 Minute One on One Strategy Session Call to help you solve these issues. That’s right! FREE help from me! Why?
I know you are determined to be successful. But let’s be honest. If you try to do all of this on your own, do you know exactly what to do and how to do it? Will these issues continue to sit on the burner, while you spend countless hours trying to find the time and energy to figure it out.
Here are some questions to ask yourself.
1. Why do you have this challenge? What is causing you to be in this predicament?
2. If you know what to do, could you do it on your own?
3. How long are you willing to sit on the fence or take the time to go through the learning how to fix your customer or employee experience? One year, two years, three years or more?
4. How much is this costing you personally and your business while you try to figure it out on your own, do it on your own or try things and hope they work out.
5. How many lost opportunities of customers and finding and keeping good employees while you wait.
6. When was the last time you invested in your business, leaders and staff with valuable training?
Imagine if things could be different? What would your business or team look like? How would you feel having a real profitable business, no more babysitting staff and having more time to do the things you want to do in your business and more. If Disney can do it with 75,000 employees, I believe you can do it too!
So let’s get on my calendar and schedule your FREE 45 Minute One on One Strategy Session Call. No fluff! Pure help and Nothing For Sale! What do you have to lose? Unless your really want to keep things the same and continue to be frustrated.
Click on the link below to schedule your FREE ONE on ONE STRATEGY SESSION CALL:
https://go.oncehub.com/
We can accomplish a lot in 45 minutes! I truly look forward to helping you in any way.
To your success!
John…The “Ex-Disney Guy”
John Formica is America’s and Australia’s Customer Experience Coach, team culture experience expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.