Social scientists have shown there are certain key areas that significantly affect customer satisfaction and goodwill (resulting in long-term customer loyalty). As Visual Capitalist observes, there is a universal “cognitive bias” toward the first and last aspects of an interaction. Customer engagements that start and end strong dovetail with long-lasting positive impressions.
From a visual engagement standpoint, this argues for a friction-free, “wait-less” session initiation. You don’t want to waste any precious seconds setting up connections, dealing with firewalls, and downloading apps. Every interaction must be pertinent, confusion-free, and one-hundred percent collaborative from the start, even if the session doesn’t start on a PC (twenty-eight percent happen on mobile devices).
There’s a reason why customers want effective help, personal attention, and communication clarity. They know those are the key ingredients for an interactive session that achieves their goals and lets them get on with their lives as soon as possible. In fact, SAP has found that for sixty percent of people, their willingness to recommend and buy from a company is driven by their perceptions of the company rather than the company’s products.
Learn more about winning long-term customer loyalty
Want to read the complete article? Check it out on Business2Community: The Ultimate Weapon in the Battle for Long-Term Customer Loyalty.
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »