Customer Experience in The Facility Management Industry The last decade has revolutionized the way a customer evaluates any business’ products or services. It’s not just about treating the customer right anymore; it’s about making them feel good . A study conducted by NewVoiceMedia in 2016 had found that, “U.S. brands lose approximately $62 billion each year due to poor customer service.” The results aren’t surprising considering the many competitive options available putting the consumer squarely in the driver’s seat. Another key finding of a U.S. based survey revealed that 65% of customers stop using a brand’s service based on one poor customer service experience. It concludes by adding, “By 2020, Customer Experience Will Overtake Price and Product as the Key Brand Differentiator.” At Guardian we take this seriously and have developed strong customer centric training programs designed specifically with our customer’s needs in mind. Our marketing team recently had a
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