of customers said that they have experienced problems with a product or a service — up from 47% two decades ago. The survey goes on to note that customers are getting angrier and angrier about how they are treated when they deal with companies — and are far less reluctant to express their rage not just to companies, but on social media for all to see. Some of that rage may reflect, rather than any specific company failure.
Surprisingly, 41% of the companies we surveyed fall into the unfortunate “Laggard” category, where they see customer support as a downstream cost center requiring minimal investment, and suffer from low customer satisfaction ratings and high customer churn. Herein lies the core challenge: to grow, they need to build customer capabilities that are scalable, but if they do that at the expense of proactive connection with customers, they will lose their identity and a big piece of their competitive edge.We don’t think service and scale are a zero-sum game. On the contrary, we’ve seen company after company make it work, often realizing results in the first year.
Midsize companies especially need to continually explore these options for two reasons: First, because these evolving digital enablers give companies the edge they need to move up from “Laggards” to “Leaders” with more customer insights, views into Customer Lifetime Value , propensity to churn , and customer sentiment. Second, your competition is using it, and the bar is rising for everyone.
لقد قمنا بتلخيص هذا الخبر حتى تتمكن من قراءته بسرعة. إذا كنت مهتمًا بالأخبار، يمكنك قراءة النص الكامل هنا. اقرأ أكثر:
مصر أحدث الأخبار, مصر عناوين
Similar News:يمكنك أيضًا قراءة قصص إخبارية مشابهة لهذه التي قمنا بجمعها من مصادر إخبارية أخرى.
How Midsize Companies Can Drive Digital TransformationWhile the scale of technology investment can vary greatly across middle market companies of different sizes as well as industries, there are still common issues prevalent for mid-market leaders across the spectrum as they consider making a move toward an increasingly digital future. Perhaps most notably, resources — capital, people, time — are always an issue. Resources are typically more constrained in mid-size companies than in a larger enterprise where digital transformation is often strategically managed by a dedicated department or team. So how should middle market leadership teams think about navigating technological changes given the very real limitations they face? This article covers five keys for mid-market companies to achieve a successful digital transformation.
مصدر: HarvardBiz - 🏆 310. / 63 اقرأ أكثر »
How Midsize Companies Can Keep Up with AIRight now, many businesses are reacting to generative AI in a vacuum. But individual innovations shouldn’t be approached with a narrow, short-term focus, as midsize companies that chase each new trend will find themselves over-committed and under-prepared when that trend wears off. Instead, zoom out. How does this current innovation build on the technology already in place, and what can we expect it to build toward in the future? A wider, long-term view will bring much-needed perspective at a time when many are being swept up in the attention AI is getting.
مصدر: HarvardBiz - 🏆 310. / 63 اقرأ أكثر »
Employees Are Bullish on Pay Raises, Companies Not So MuchWorkers are anticipating bigger increases than last year while companies are pulling back on earlier projections.
مصدر: WSJ - 🏆 98. / 63 اقرأ أكثر »
SEC Plans to Demand More Information About Companies’ Stock BuybacksRegulators are poised to make companies jump through more hoops to buy back their own stock, in Washington’s latest move to rein in the transactions
مصدر: WSJ - 🏆 98. / 63 اقرأ أكثر »
The Hershey Company ranks third on top 50 companies for diversity listNo. 1 on DiversityInc's Top 50 Companies for Diversity annual list is Mastercard followed by Medtronic.
مصدر: PennLive - 🏆 463. / 53 اقرأ أكثر »