Forbes states that by 2020 the cloud industry will reach $390B, attaining a 17% CAGR. Businesses are either forming strategies to use the cloud, or sell it. As the cloud industry continues to grow companies are figuring out how to differentiate themselves from each other. Here at RapidScale we have a unique approach.
“Customer Experience” has been one of those terms in business that people understand as important but often overlook. It’s important that businesses go above expectations for clients to stand out. Client experience is so important that 89% of customers have stopped doing business with a company after experiencing poor service. The consequences of ignoring your clients’ experience can be devastating. In the United States the estimated cost of customers switching clients due to poor service is $1.6 trillion! Client experience is no longer just an addition to a business’ product, but has become an essential part of the product itself.
The Trend of Client Experience:
It is always interesting to observe trends in a business landscape,. Most trends occur with pre-existing ideas that have just taken priority due to a sudden realization of their importance. According to a Walker study, by the year 2020 client experience will overtake price and product as the key brand differentiator. Creating an experience rather than worrying about price or product-matching is a new concept for many businesses. When Econsultancy conducted their study for Digital Marketing Trends they asked companies to state the single most exciting opportunity for 2017. Client Experience ranked top among content marketing, mobile, personalization and social. With client experience becoming one of the front-runners in the ways businesses market towards customers, 89% of businesses have already planned on competing mainly through client experience. Businesses may need to allocate more time and resources into finding different ways they can create client experience programs superior to their competitors.
In the future cloud providers will have to find some way to differentiate themselves through their client experience. Fortunately, RapidScale has already considered the future of client experience through a concept we like to call “The RapidScale Experience”. With an average of 96% customer satisfaction, paired with a 92% first-call resolution, RapidScale continues to offer our clients an experience that lets them know we care. We continue to implement ideas to create an experience that lets customers know we are always here for them. A survey conducted by American Express found that in the last year 67% of customers have hung up the phone out of frustration because they could not talk to a real person; in addition, a Genesys Global survey found that 78% of happy customers are a result of speaking to competent service representatives. RapidScale offers 24x7x365 live support from qualified engineers that are ready to answer customer questions and serve them above and beyond their expectations; but don’t take our word for it, take a look at our client testimonials at support.rapidscale.net.
Listen to RapidScale Director of Service Delivery Andrew Salisbury as he talks about the goals and process of RapidScale’s client experience!