Consumers Less Willing To Put Up With Poor Customer Service
American consumers are an ever-changing breed, and a smart businessman knows to stay ahead of them – or at least to keep up. This year, according to the American Express Global Customer Service Barometer, consumer changes include being less willing to deal with customer service that they view as becoming worse.
This recently released report includes several undeniable trends and unsettling statistics regarding American consumers:
- 60% believe businesses haven’t increased their focus on providing good customer service
- 78% have ended a transaction or not made an intended purchase due to poor service
- 70% are willing to spend an average of 13% more with companies they believe provide excellent customer service
Business News Daily analyzes the report in an article here (http://www.businessnewsdaily.com/small-business-customer-service-1250), pointing out that 56% of consumers admit to having lost their temper with a customer service professional. More than half of those surveyed have encountered customer service so frustrating that they asked for a supervisor or simply gave up. Giving up should not have to be an option for consumers or those dedicated to improving their customer service.
How Kindness Can Create a Better Overall Customer Experience
A recent Wall Street Journal article reminds us of the role that kindness plays within customer experience, both on the staff and end consumer sides. This is especially important in the current Covid-19 environment for the restaurant and hospitality industries as several...
Why Emotion Matters in the CX Journey
Establishing an emotional connection with your customers is important to establish loyalty, drive more revenue and increase customer lifetime value for your business. How you capture emotion can vary from post-transaction surveys, to requesting reviews of their experience to...
The entire team has been great to work with!