Are You Unknowingly Betraying Your Customers?

It happens in most of our conversations with clients and prospective clients. When discussing whether or not a company understands its problems in delivering a great customer experience, most companies we talk to say, “Of course, we know our problems… and we’re addressing them."

And of course, they’re right… well, sort of… Most, if not all, companies clearly monitor the issues that surface from day-to-day operations. From contact center logs to emails to social monitoring and customer surveys, companies have a plethora of sources to identify which experiences are creating the most noise in the marketplace. Unfortunately, in most cases, it is simply that, NOISE.

For over 20 years, Verde Group has helped companies separate noise from signal by identifying the specific experiences that truly erode loyalty and betray the trust of customers. This approach has led companies to focus on the issues that matter to customer behavior and ultimately the financial performance of the business.

To prove this point, below are two examples from B2B and B2C clients. The red bars indicate the experiential problems most damaging to customer loyalty and behavior. Do you see a pattern?

B2C EXAMPLE:

B2B EXAMPLE:

In both examples above and in most cases we see with our clients, the most frequent problems are not the most damaging. This fact creates an eye-opening moment for our clients and helps them prioritize where precious resources should be applied.

So the question for you, our reader, to think about… are you unknowingly betraying your customers? Are you unaware of the experiences that truly matter to customer loyalty and business performance? If the answer to the questions is “yes”, then we’d like to talk. Learn more at VerdeGroup.com

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