What is the Biggest Cost to a Company?
What is the biggest cost to a company? Robbie Richards writes for JitBit, a company that provides live chat and helpdesk software to help businesses simplify and improve their customer support. He provided a great piece on every company’s biggest expense. Ask a business owner or CEO that question and you’ll get answers like: R&D, payroll, and advertising. And, while all are very important to growing a successful business and come with significant costs…they are not the costliest. The truth is, the biggest cost to your business doesn’t actually show up as a line item on any balance sheet or expense report. Any company’s biggest expenses is poor Customer service. |
What is the cost of poor Customer Service? It causes 89% of consumers to stop doing business with a company, and ***IN CASE YOU MISSED THE TOP 10 #CUSTSERV ARTICLES OF 2015 Ask Anything, Anytime, Anywhere In May 2015, Marriott Hotels launched a mobile request messaging feature that was specifically designed to enable guests to make requests for services and amenities from the Marriott app. The “Ask Anything, Anytime, Anywhere” feature offers two-way messaging so guests can chat and make requests, no matter what time or where they are. This innovative, yet common sense feature provides both the guest and the hotel the opportunity to further deepen their relationship, which promotes loyalty, revenue and goodwill. The added bonus? Because this conversation takes place within the app, and not over the phone, there is an auditable record of what requests were made so that the hotel can further personalize their services in the future. Two completely different approaches to handling Customer complaints In his new bestselling book, Hug Your Haters, Jay Baer shares an entertaining |
Are you a Customer Experience Executive? Watch Video. The CXE Academy provides comprehensive training and certification on all facets and responsibilities that fall under the Customer experience, while sharing best practices through high impact exchanges with like-minded professionals. As a student at The CXE Academy you will develop your ability to design and implement significant business change that impacts the customer service delivered by your organization. Limited seats, by application only. |