Customer experience

Mind the CX Gap

Why our customers’ experience is everything.

According to Buddha, three things cannot be long hidden: the sun, the moon, and the truth. With the greatest of respect, we would add a fourth – bad customer experience. And the reason that this won’t stay hidden, however much you may want it to, is simply this: people talk. Especially, as we all know, about something negative.

A poor customer experience has a guaranteed ripple effect – first, you are likely to lose one dissatisfied customer: Studies have shown that a whopping 86% of consumers would leave a brand after as few as two poor experiences*, and, almost certainly, these clients will spread the word, causing more to follow. Then you have to factor in all the potential customers who will be dissuaded by negative reviews and/or comments from the customers who are less than pleased with the way they’ve been handled.

To put it another way, when it comes to clients, love ’em or you’ll almost certainly lose ’em. In today’s fast-paced world of infinite options at the click of a link, consumers are spoilt for choice and they know it. Even if they’ve been loyal for years, complacency exacts a hefty price and they will switch to a competitor faster than you can say “Dang flabbit”.

The gap between what customers expect to get with regards to their experience and what companies actually deliver, should always be as small as possible.

At uAttend by Chronologic, we need no reminders of just how important our clients are – and, as our Trustpilot reviews prove, they know it. We are extremely proud of our client retention rates – some of our customers have literally been with us since the very beginning and have lived all the changes to clock-in and clock-out systems with us guiding them through!

Not only do we have a friendly, fully trained team of experts here at our Somerset HQ, who are ready, willing and more than able to answer all your questions about our market-leading time and attendance software via phone or email, we also have an online chat service and a fabulous uAttend online help portal, packed with questions and answers, which our customers find extremely useful. There’s even a WhatsApp number you can use, if that’s the way you roll. In fact, it’s no exaggeration to say that our customers are spoilt for choice when it comes to ways of reaching us, and the most important part of course, is this: we always answer. And quickly.

The result – our satisfied customers – is always worth the effort.

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