Why Customers Stray or Stay

Was it really two decades ago that “customer experience” bubbled up as a business strategy? Then, of course, Apple, Starbucks, and others proved beyond doubt that the right experience can trump even price in a brutal market. And now, many industry leaders have retooled systems and retrained employees to make
“branded experience” a core competitive strategy. But with evolving technology and growing customer savvy, this long journey has been strewn with revelations:


WHY YOUR CUSTOMERS STAY OR STRAY: INSIGHT FROM GLOBAL CUSTOMER

Now that industry leaders have raised the bar for all, how do customers feel about their experiences with the
companies they patronize? What kind of experience do customers really expect? And how often do unhappy
customers share their stories with the world? We sought answers to these and other questions with
an online survey of 5,500 consumers in Asia (China, Singapore, and Taiwan), Europe (Germany and the
U.K.), and the Americas (Brazil and the U.S.). The survey asked consumers to describe their experiences
with organizations, identify employee behaviors they like and dislike, and evaluate common service
practices. Our aim—by comparing customer opinions and attitudes in major world markets—was to identify
universal expectations that defi ne a positive customer experience. What follow are highlights in six areas.

The Power of Emotion
Survey respondents were extremely clear about what matters, and the priority of what matters, to them.
What matters most is the emotional impact of their interactions with front-line employees:

• In every country surveyed, respondents told us that being heard and respected are more important than
having their issue resolved.

• Forty-six percent of all respondents identified “rudeness or indifference,” and 50 percent identifi ed
“no concern for my problem” among their top three negative in-person behaviors.

• Only 25 percent of respondents worldwide said that employees “make me feel they are on my side.”
Negative Employee Behaviors The customer’s experience is largely defined by the words and actions of front-line employees. Respondents bluntly told us what they dislike about these interactions:

• The top three negative in-person behaviors worldwide were all interpersonal, primarily affecting the customer’s emotional response.

• The top three negative phone behaviors were all interpersonal and varied little across global regions:
“being transferred multiple times,” “not getting a real person,” and “being put on hold.”

• Forty-four percent of all respondents said employees demonstrate poor behavior by “often” or “always”
using “scripted or canned” responses.

• More than forty percent worldwide said they get annoyed when an employee “talks to me about things
other than the problem I am trying to resolve,” for example up-selling or cross-selling.

Marvellous Masinagudi

 I have not been anywhere or made any trip in the recent times. Thought, I will go to Masinagudi to our farm house. It's just a single room where two people can stay with comfort. Hence, I decided, we will stay outside    as I was accompanied by my wife and father. We are planning to build a small house over there, as we could avoid staying at hotel spending thousands. Finally, we decided to stay in a resort called Glen view. The place was so peaceful, you can hear only birds sound. The food was good, however you have to inform well in advance. I made this trip just for my dad and wife since both are too stressed for various reasons, first my dad since my amma has passed away and he is completely depressed and for my wife because of her hectic work schedule. I thought, it will be a relief for them, if I take them outside.

Both of them enjoyed the trip, we had taken some beautiful snaps and there are some awesome moments. My dad was thrilled and he really enjoyed the trip. The only bad part of our trip is, FOOD. It's too pricey and we ended up paying close to 5000 rupees for food for just having four times food for a people of three. Rest, I don't have any complains. The best part is, it was raining heavily on the first day of our visit. We sat outside the room in the corridor and watching the rain. 

You know, you cannot express your feelings watching the rain having a cup of tea. It was Marvellous !!

You feel like, you're flyinggggggg. It was so mesmerizing that I have forgot myself and indulged like a child.

Nature is so powerful and it's a bliss. After two days of stay, unwillingly I have returned to Coimbatore with all my heart over there.

Bill Gates picks his own punishment ...

Satan greets him: "Welcome Mr. Gates, we've been waiting for you. This will be your home for all eternity. You've been selfish, greedy and a big liar all your life. Now, since you've got me in a good mood, I'll be generous and give you a choice of three places in which you'll be locked up forever.

Satan takes Bill to a huge lake of fire in which millions of poor souls are tormented and tortured. He then takes him to a massive coliseum where thousands of people are chased about and devoured by starving lions. Finally, he takes Bill to a tiny room in which there is a bottle of the finest wine sitting on a table. To Bill's delight, he sees a PC in the corner. Without hesitation, Bill says "I'll take this option."

"Fine," says Satan, allowing Bill to enter the room. Satan locks the room after Bill.

As he turns around, he bumps into Lucifer. "That was Bill Gates!" cried Lucifer. "Why did you give him the best place of all!"

"That's what everyone thinks" snickered Satan.

"The bottle has a hole in it!"

"What about the PC?"

"It's got Windows 95!" laughed Satan.

"And it's missing three keys,"

"Which three?"

"Control, Alt and Delete."

Great news for Bill Gates !!

Bill Clinton, Boris Yeltsin, and Bill Gates were called in by God. God informed them that he was very unhappy about what was going on in this world. Since things were so bad, he told the three that he was destroying the Earth in 3 days. They were all allowed to return to their homes and businesses and tell their friends and colleagues what was happening. God did tell them though, that no matter what they did he was "not" changing his mind.

Bill Clinton went in and told his staff, "I have good news and bad news for you. First the good news . . . there "is" a God. The bad news is that he is destroying the Earth in 3 days."

Boris Yeltsin went back and told his staff, "I have good news and terrible news. The first is that there "is" a God. The second is that he is destroying the Earth in 3 days."

Bill Gates went back and told his staff, "I have good news and good news. First, God thinks I am one of the three most important people in the world. Secondly, you don't have to fix the bugs in Windows 95.

Just for ..

Three FASTEST means of Communication :
1. Tele-Phone
2. Tele-Vision
3. Tell to Woman
Need still FASTER - Tell her NOT to tell ANY ONE.

Santa to salesman : I want a pink curtain for my computer screen.
Salesman: But sir computers dont need curtains.
Santa: Hello.. I got 'Windows' !!

Sardar joined new job. 1st day he worked till late evening on the computer.
Boss was happy and asked what you did till evening.
Sardar : Keyboard alphabets were not in order, so I made it alright

On a romantic day sardar's girlfriend
asks him. Darling on our engagement day will you give me a ring.
Sardar : Ya sure, from landline or mobile.