Having been part of the crypto community since 2013, I have had the sincere honour of witnessing an evolution of technology fueled by brilliant minds; however; as like most of you I have had trials and tribulations. Access to reliable information, mentoring and education, but most of all quality customer service has been a source of both extreme frustration and disappointment.
We have all had that heart stopping moment with a failed transaction or some other issue, and literally sat and worried for days before getting a service response. Then possibly days after that before the issue is rectified.
According to a study by Accenture, 52% of customers who’ve had a bad customer service experience with a company stopped buying their products and services. Plus, an estimated $1.6 trillion worth of business in the U.S. is lost for the same reason.
I believe this is to be a mass adoption barrier of blockchain products.
When customers have a bad customer service experience, they don’t just get mad; most of the time they try to get even. A recent survey by ClickFox took a close look at what the repercussions are of poor customer service experience. While a large percentage of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that provided a lousy customer experience. And when customers take to social media to air their grievances, more than 60 percent of consumers are influenced by these detrimental comments.
There’s a whole new school of loyalty that blockchain companies need to enroll in — and fast. It’s no longer good enough to sit around and ignore a negative customer experience due to a lack of infrastructure to properly react.
EZ Exchange is building a path to mass adoption of cryptocurrency by putting users and traders first, with robust support and industry-leading security, ensuring that users never deal with a substandard customer experience when trading cryptocurrency with Live 24hr support.
Douglas Lyons is the Success Coach as part of the Advisory Team for EZ365.