What's the quickest way to lose a customer?
Have a bad product.
What's the quickest way to lose a customer AND their friends/family?
Have bad service.
Or, to place the discussion in broader terms, a bad customer experience.
A subpar customer experience - which includes the user experience with the product as well as their larger interactions with a brand and the company's employees - is something a person will never forget.
A bad product, on the other hand, can be improved upon with a responsive company.
Responsive companies are comprised of engaged employees. And in those companies, every employee owns the customer experience.
Whether they interface with customers directly or not, they have an impact on customer retention (and revenue). Employee engagement equals customer engagement and retention.[Continue Reading]