A new era of customer engagement is upon us. If that sounds a touch dramatic, that’s okay. We’re trying to make an important point. The voice of the customer has never been louder. Thanks to social media and the changing dynamics of communication, every one of your customers now has the power to bring you more business—or drive it away. As this infographic points out, 52% of respondents indicated that a good customer service experience led them to purchase more from the company.
Customer relationships have risen far beyond the call center to become an integral and necessary part of a successful business. There are now quantifiable results from providing good customer service, as cited in The Forrester Wave™: Customer Service Solutions for Small and Midsize Teams, Q2 2014. The revenue impact from a 10-percentage-point improvement in a company’s customer experience score, as measured by Forrester’s Customer Experience Index (CXi), translates into more than $1 billion. The report also confirms online consumers will abandon a purchase if they cannot easily and quickly find answers to their questions, and are very often frustrated with the amount of effort it takes to receive customer service.
We’d like to invite you to join Zendesk, Forrester Research, Inc. Principal Analyst, Kate Leggett, and industry leaders Shopify and Modcloth on July 29th in San Francisco for a discussion called “Getting Engaged: Making it Last in the New Era of Customer Relationships.” If you are a business leader focused on creating a strategic engagement experience and building lasting relationships with your customers, this event is for you. We’ll be examining the new realities of customer relationships, gaining insight into the reporting and metrics behind a successful customer engagement strategy, and benchmarking your business against competitors.
With this in mind, Kate Leggett will be presenting a keynote, “The Changing Face of CRM,” which will be based around her new research coming out this month. Leggett will address the importance of understanding your customer’s needs, and serving and supporting them during their engagement journey to garner their satisfaction and long term loyalty.
This event will break down the data and address the complicated issues that impact your customer interactions. More important, you’ll walk away with actionable advice on building out an engagement model that works for your company.
Interested? You can register HERE. But hurry, space is limited!