Orangeville, ON (James Doan) Everyone knows what Customer Service is. Most companies have a Customer Support Dept or Customer Care Dept. At least they will have someone that deals with customer interactions.
But what is Customer Environment and what is the difference between the two?
Customer Environment is a philosophy that exists through an entire company. It includes ALL the interactions your customers have with your company.
Customer Environment goes far beyond “Customer Service”. It can create a bonding, emotional connection between your customers and your company. It’s main goal is to create an emotional engagement with customers.
Customer Environment is what made Amazon the company it is today. More important, every company can use Customer Environment to increase customer loyalty. It will allow them to increase sales, and even charge premium pricing.
The Harvard Business Review did a study titled “The New Science of Customer Emotions.“ In this study, they found that engaged customers are:
– At least three times more likely to recommend your product or service
– Three times more likely to re-purchase
– Less likely to shop around. 44% said they rarely or never shop around.
– Much less price sensitive. Only 33% said they would need a discount of over 20% from a competitor before they would defect.
Now do you see the importance of cultivating a positive Customer Environment in your company?