Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right. You have far more opportunities to say the right thing and create an outstanding experience. Even better, you can capitalize on those great conversations.
Almost 75% of customers say they’ve spent more money with a company because they had a great experience, an American Express survey found.
The quality of the interactions customers have with front-line employees has a huge impact on their experiences. When employees say the right thing with a sincere tone, they set the stage for great interactions and better memories.