Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: California automotive service business makes customer service a primary focus and customer experience is the No. 1 banking trend prediction for 2017.
This Automotive Service Company Does Customer Service Right
“We make sure we do everything thoroughly and on time,” Yuri Redman, receptionist, said. “We try to make sure our customers are 100 percent satisfied and our customer loyalty has been very consistent.”
The small business relies on word of mouth.
“Word of mouth is very important to us,” Ryan St. Clair, Midway service manager, said. “If you do something right, that word is going to spread. If you do something wrong, that word is going to spread even faster a lot of times.”
Customer Experience is No. 1 Banking Trend Prediction for 2017
The consumer’s expectation for digital banking is to have an easy experience, according to Jim Marous, co-publisher of The Financial Brand. The customer journey, therefore, must be seamless at every touchpoint, Marous writes.
The digital banking experience correlates with customer loyalty and customer happiness. A positive customer experience across all customer interactions, including the in-store experience, must be consistent and meet expectations. You can’t expect to be successful with a great in-store experience but only a mediocre digital experience.
(Image credit: Facebook)