Technology has changed customer expectations forever; 9 out of 10 consumers expect to receive a consistent experience over multiple contact channels. Olga in this post writes, about how companies can utilize various metrics and analytics to measure customer experience and take advantage of different strategies to make customers happier and more satisfied. 70% of buying experiences are based on how the customers feel they are being treated. Therefore customer service excellence has always been and will always be one of the critical competitive advantages for any business.
Read the full article at providesupport.com.