There are a variety of metrics organizations use to determine how their loyalty programs are running. Some program managers may look at industry report cards, others evaluate reward consumption or purchases made following a service remediation. If your organization is looking to revisit its customer service remediation program, arm yourself with insights that may help your program be more effective.
Here are a few industry insights on service recovery that may be useful:
- A dissatisfied customer will tell nine to 15 people about it. Happy customers who have their problems resolved will tell four to six people about their positive experience. (CSM Magazine)
- 66 percent of people switched companies due to poor customer service. A whopping 82 percent of those customers felt their service provider could have done something that would have prevented them from leaving. (Accenture)
- 89 percent of marketers expect the customer experience to be their primary differentiator. (Gartner)
- Only 33 percent of consumers are compensated after a negative experience. (Connexions)
Looking at your service recovery process through the lens of the customer experience may help you better tailor your program to meet the needs and desires of your consumers. If you’re looking to improve your current mitigation process, consider adding an incentive manager tool to help your agents react to complaints with relevant and timely remediation tools. Having an automated system in place can help expedite and enhance the experience of the customer service recovery process – all in an effort to retain customers and keep them happy.
Need more? Another trend that’s becoming increasingly popular, particularly in the hospitality industry, is giving your customers more control over their experience. In case you missed it, catch up on our blog post about the power of choice within your loyalty program.