Spend just a few minutes with your existing and prospective customers—or just two minutes scanning your Twitter news stream—and one sentiment resounds loud and clear: we are in the Age of the Consumer, one characterized by a customer who is more informed, demanding and expectant than perhaps we have ever seen. Just consider the following statistics aggregated in a great LinkedIn post:
- For every customer complaint there are 26 other unhappy customers who have remained silent.
- 96 percent of unhappy customers don’t complain, however 91 percent of those will simply leave and never come back.
- 70 percent of buying experiences are based on how customers feel they are being treated.
Continue reading “Can You Handle the 21st Century Customer?”