Infographic : all you need to know about cultivating happy customers?

As I am weaning myself of the sedative after my stay at the hospital, this a great time to share the infograhic that the folks from Bolt Insurance have put together.  I hope you find it useful.  And yes, I will be back with the longer, more challenging, contrarian posts – soon.  Until then enjoy the infographic!

Posted on May 30, 2012, in Customer Experience, Customer Service, Digital / Ecommerce, Marketing, Sales and tagged , , , , , , . Bookmark the permalink. 3 Comments.

  1. 85% of customers would be willing to pay more than the standard price to ensure great customer service. Yet most organisations obsess about cost, first and foremost (at least all bar one that I have worked for).

    If we were at the races I would be laying some fairly large bets with odds like that.

    James

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  2. Hello James,
    Fascinating isn’t it with all the talk of customer focus, customer experience, customer centricity, customer obsession that only one of the companies that you have worked for actually puts the money where the mouth is!

    The other matter that fascinates me is that with all the stats around on what matters to customers, so little is actually being done. Does that mean that the customer research / stats cannot be trusted? Or does it mean that the prevailing ideaology conflicts with the Customer theory and research?

    All the best to you
    Maz

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  3. I think it is more to do with ideology. We all know it is bad for us to smoke, but plenty do.

    But then, I would always look at the stats. It is the “engineer” in me.

    James

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