Tools That Can Help You Create a Customer Culture

By Dennis McCafferty  |  Posted 2015-06-12
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    Tools That Can Help You Create a Customer Culture

    Tools That Can Help You Create a Customer Culture

    By Dennis McCafferty

While four out of five companies claim that their customer support is "superior," only 8 percent of consumers agree. For organizations that can't deliver on expectations, the fallout is severe: Unhappy shoppers typically will share their experience with nine to 15 people, and it takes 12 positive interactions to make up for one unresolved negative one. Meanwhile, businesses lose $289 per year for every customer who abandons them and/or turns to a competitor. To help avoid such issues, a section of the recent e-book from Upwork, "Happy Customers, Successful Companies: Your Guide to Building a World-Class Distributed Customer Support Team," highlights the following tech tools, which can improve customer support and monitoring. They include both cloud-based and social media-focused solutions. In addition, the book shares recommendations on meaningful metrics for IT teams and reveals the advantages of building out a global remote support team. We've included those here as well, as all three combine to improve your organization's customer culture, a quality that distinguishes successful companies from their competitors. "Before you do anything else, you need to decide what 'customer delight' looks like for your organization," according to the e-book. "Just what does a perfect support experience entail? What is your idea of a satisfied customer? By answering these questions, you can begin to build a philosophy and team structure that will lead to consistent client satisfaction."

Dennis McCafferty is a freelance writer for Baseline Magazine.

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