Crack The Customer Code

Customer satisfaction ratings haven’t improved since the 1970’s, in fact, they've declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent study performed by Consumer Reports, 80% of people surveyed had some issue with a recent transaction—they had returned merchandise, questioned a bill, or simply left the store without making their intended purchase. Now digital sales present a new round of challenges for marketers. Customer experience on mobile devices or an entrepreneur’s website can lead to devastating statistics (for example, 60% of users abandon their intended purchase when a website’s load time is too slow). Metrics may reveal an issue, but not the basic fabric of why the issue exists, and in our fast paced, social media based world, customer expectations are evolving quicker than ever. How can entrepreneurs keep customer empowerment at the forefront while identifying potential customer satisfaction issues before they are blown out of proportion