Aberdeen Group Publishes New Research: Customer Experience is Changing

A new press release has found some research that proves a little what i have been preaching for a while. That there are links between customer service and marketing, social customer care.

The research was based on two webinars that were conducted   One focuses on the social customer service practices and one on getting customer service right that builds loyalty.  Bothy are interesting and one of the reports explores the things that makes customers stronger and love the company brand. Findings reveal insights that help companies delight the empowered customers and improve annual revenue by 11.3% year-over-year.

We also see that companies have increased their adoption by 5 times more of social customer care between 2010 and 2013, signaling the increasing importance of social media within customer service efforts. But, and this is a big BUT, breaking social customer service for customers is not accomplished solely by adopting a social media plan. You need a team, and a strategy. This report outlines best practices that help companies achieve an 17.6% year-over-year increase in customer satisfaction rates while retaining 89% of their clients.

What I liked was that the trends that the industry are talking about are perhaps very true, and we are going in the right direction as a group of influencers and experts.  Customers service needs the customers to bring loyalty to the table, and better customer success.  the experience is not only down to the company offering a great service with tools, but also from the customers side willing to cooperate.

 

Read the full Press Release here 

 

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe