What Are They Doing That Your Business Is Not?
This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience.
Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones. In fact, according to an article published in The Washington Post, “[…]in general, we tend to notice the negative more than the positive.”
This puts a lot of extra pressure on businesses to deliver exceptional customer service. It’s not enough to have a great product—that product also has to come with great customer experience. There’s very little room for error given that “it will take 12 positive experiences to redeem one unresolved negative experience among customers.”
Given all this, it certainly seems like customer support teams have their work cut out for them. However, while it seems challenging, it’s definitely
