Trends in service and how they're shaping our industry.
Prior to the Istanbul release, the only option for serving external customers with ServiceNow was to engineer the ITSM platform for that purpose. This worked okay, but it was time-consuming both to design it and maintain it, and this method opened customers up to myriad risks.
These days, the success of a company depends on the satisfaction of the customer. In fact, a 2017 study by the Temkin Group found that customers who have a positive experience with a company are 1.3 times more likely to repurchase, 2.5 times more likely to try new offerings, and 2.1 times more likely to forgive the company for a mistake. So, what does this mean for businesses?
This is a guest blog post from our friend Shannon Gronemeyer at Customer Centered Strategies (CCS) There are noticeable differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was based on the significant differences in expectations from those customer groups. However, research indicates that this expectation gap is closing at an alarming rate.
If there’s one thing I learned from the Marvel Cinematic Universe, it’s that you need to work as a team, a unified front, if you want to overcome your enemies. The movie Captain America: Civil War tells this story better than any other.
80% of businesses believe they deliver a superior customer experience, according to a recent Bain & Company study. That’s pretty good, right? Unfortunately though, only 8% of customers agree.
As more and more companies are focusing on the customer journey in their strategic planning, they’re learning that creating a truly remarkable customer experience transcends traditional departmental boundaries. It takes commitment from the product team, the field service team, the marketing team, the IT team, and of course the customer service team. It requires connected systems and workflow, and consistent communications across it all.