We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
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We’re more than just another consultancy. We are founding partners of byTheNetwork, an award-winning, global network of 34 independent agencies; covering 34+ key markets worldwide.
This striking stat from a recent PWC report should be a friendly reminder to businesses that in today’s competitive market, every customer moment matters.
The ripple effect
In today’s world, where reviews and feedback are ‘always on’, ensuring consistent quality in every interaction has become a non-negotiable. One misstep can quickly transform your loyal advocates into vocal critics, spreading their dissatisfaction for all to hear.
Customer’s experiences with your brand isn’t confined to a single moment – it’s the sum of every encounter, both online and offline. When one experience falls short, it casts a doubtful shadow over the brands entire promise.
Actionable steps to preventing negative customer experiences
1. Prioritise consistency:
A great experience needs to be consistent across all touchpoints. Whether it’s online, in-store or through customer support, every interaction counts. Businesses should aim for a smooth, cohesive journey where customers feel valued at every step.
💡 Tip: Establish a customer experience strategy roadmap to identify strategic initiatives you need to work towards: build personas, understand customer pain points, and define success metrics.
2. Invest in employee training and tools:
Frontline employees – whether in support, sales, or delivery – are really the ones who most influence the customer experience the most. Arming your team with the right tools, training and resources to handle inquiries and resolve issues swiftly is crucial for preventing negative experiences.
💡 Tip: Remember that employee experience is as important as customer experience. Cultivating a positive working environment translates into a more resilient and loyal workforce.
3. Leverage technology:
Automating routine tasks and using AI-driven tools to assist customers can help maintain high service standards. Chatbots can quickly answer frequently asked questions, while predictive analytics can anticipate customer needs, allowing businesses to proactively resolve issues before they escalate.
💡 Tip: Use technology and AI smartly to boost business efficiency by automating routine tasks – freeing up your team to have more impactful customer interactions.
4. Act on customer feedback:
Customers who feel heard are far more likely to stay loyal. Implement a system that makes it easy to collect feedback and, more importantly, act on it. Let your customers know their opinions matter and are being used to enhance their experience.
💡 Tip: Establish a voice-of-customer program to ensure consumer realities are reflected back into your organisation.
In summary, every touchpoint with a customer is an opportunity to build trust. Brands should prioritise consistent, positive interactions to not only protect their reputation but also foster a loyal community that’s more forgiving and understanding when challenges arise. It’s a call to action for every business: invest in your customer experience today, because one bad experience might just be enough to lose them forever.
→ Rachel’s expertise lies in driving customer-focused initiatives, with a strategic data-driven business mindset. With over 11 years in advertising and consulting roles, Rachel has acquired a unique skillet working across a diversified portfolio of clients and programs spanning across OOH, Experiential, Digital, Web, Personalisation, CX and UX. She’s had the opportunity to work on transformative brand programs such as the Honda portfolio, Samsung, Parmalat, Ripley’s, Amex, Smirnoff and more.
