Does a Bad Customer Experience (CX) Really Matter?
Learning to Ask the Questions That Matter the Most
Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “Bad Experiences Aren’t Always the Problem for Companies” as it pertains to customer feedback, customers’ expectations, and the entire customer experience.
The Interview with Mary Drumond:
It’s important to look into the reasons why customers make their decisions. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. That means a huge piece of the puzzle is missing.
Customers stop doing business with companies for a number of reasons. The number one factor that drives customers away is when their time is not respected. Customers don’t like having to wait or being kept on hold; do this too much, and you may find your customers leaving to do business with someone who has a higher respect for their time.
Why do companies with
