Almost half of all customers (43%) who defect do so because of service
77% of these customer blame their leaving on employee attitude
83% of these customers tell someone else.
Maritz’s white paper, “Delight or Defection: The Pivotal Role of People Inside the Customer Experience,” also outlines its approach on how companies can positively impact employee behavior:
- Better (deeper) measurement of the customer experience:
- Localized, “grass-roots” intervention (more on this shortly)
- Meaningful motivation
- Integrated & aligned action.
I especially like Maritz’s combination top-down & bottom-up strategy to enabling and driving change at the local level: share research results with employees … obtain their input on improving the customer experience … and facilitate action plans based on the research & particulars of the organization at that locale. According to Maritz, “Co-development of learning and action plans with front-line staff generates relevancy, greater participation, and employee buy-in.”
More on Maritz’s approach in my next post …