Customer Service Experience Manager “will not read any further emails” from me.
Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. His NewVoiceMedia report follows:
“Brands are failing to create the positive, emotional experiences that drive customer loyalty.” That failure results in 67% of customers becoming what they call “serial switchers.” Simply put, these customers are willing to switch brands because of poor customer service.
And, that’s a 37% increase since their last report. Customers are grading the companies and brands they choose to do business with, and it’s simply a pass/fail grade, where failure means the customer moves on.
The main reasons customers switch are obvious. They feel underappreciated.
They are not able to speak to a person who can provide answers. They experience rude employees.”
The loss of Goodwill from consumers will catch-up with IKEA and open the door for new businesses.
Product or Service Mentioned: Ikea Manager.