Some other interesting articles on Significant Feelings about Zendesk:
- the secret formula to customer satisfaction
- the help – desk benchmark service
- why to invest in customer experience
It’s been said millions of times the customer is always right. Unfortunately, that doesn’t translate to them always being satisfied. According to the Genesys Global Survey, bad customer service costs organizations $338.5 billion globally per year in lost business.
There have been countless articles and lists on how to delight customers. In reality, it boils down to a very simple formula: Satisfaction = Scale x Efficiency x Quality.
This formula was derived from a global survey that looked at customer satisfaction levels by industry, geography and company size. The survey drew on a pool of 65 million consumers in 137 countries. Despite its appearance, the formula above is not a traditional mathematical one. Instead, think of it as a chemical formula where a change in the quantity of one ingredient can have a dramatic impact on the end result.