The consistency of the customer experience

ME PL Solution Salesforce Partner

New post in the “sales in times of pandemic” series!

In today’s post, we will look at the company from the perspective of customer expectations. Let us quote two figures from a study done by Salesforce.

“78% of customers expect consistent interactions across departments”

Source: link

Let’s imagine a situation when, calling company X, the person we usually contacted in similar cases is not available – for whatever reason. Company employees try to help by sending you from one person to another, and each time we have to explain why we call and what we need. We waste a lot of time – both our own and the company’s employees who do everything they can, although they do not know well your case. Ins’t it annoying? Most people think so. This is confirmed by the customer opinion poll to which we refer to in this text.

Despite the available tools that facilitate work and prevent similar situations, companies for some reason do not use the latest CRM solutions. This is well illustrated by the following sentence:

“59% of customers say it generally feels like they’re communicating with separate departments, not one company”

Source: link

The experience of nearly 60% of clients shows that the reality significantly differs from their idea of how they would like to be treated. Therefore, we have a great gap that can be successfully filled – thanks to a good CRM system.

Consistency of the customer experience is therefore very important. You can imagine the market advantage that the company who take customers’ expectations will achieve. With CRM from Salesforce you can achieve it!

We are oficial Salesforce Partner, and we will be more than happy to show you how to harness it’s power!

Grow with Salesforce!

ME PL Solution Team

Leave a comment

Your email address will not be published. Required fields are marked *