Bad service results in lost customers, says new research |
| Industry News | |||||||||||||
| Monday, 22 February 2010 | |||||||||||||
|
New research reveals just how powerful good and bad reports of customer service are when it comes to UK consumers choosing where to spend their hard earned cash. A new survey reveals that over 80% of consumers tell their friends, family and associates about their good or bad customer experiences, with three times as many (25.2%) relaying bad experiences, over good (8.4%). With nearly 100% of respondents saying bad customer service would compel them to take their business elsewhere, the implications for UK businesses are clear. Continuing their campaign to champion best practice when it comes to customer service, the Consumer Forum quizzed thousands of customers on everything from their online retailing experience to which brands they rate and what services they dislike. Chief executive and Consumer Forum founder member Simon Calver said: "These results provide a fascinating insight into what makes UK consumers want to spend and what makes them want to scream. "Most significantly, these findings consolidate the link between great customer service and business productivity. They show that if customers are treated badly, they will simply go elsewhere."
Bookmark
Email This
Comments (3)
Mili
said:
|
|||||||||||||
Show/Hide comments |
... True, with more customers switching to online channels, companies need newer technologies to manage customer interactions efficiently. Just read this white paper that explains how businesses can benefit from virtual agent technologies to improve online customer service and lower costs. http://go2see.it/adi |
Kate Na*ser, The People-Skills Coach
said:
|
... I echo the key points in these research findings -- USA is similar to UK in this way. I have been consulting, training, and coaching on customer service for 20 years and the bad stories linger forever. Really bad and really good service stories are retold because they touch the human emotion positive or negative. So if you are going to create a memory, make it a very good one! Here is my latest blog post to help improve customer service skills in every team member. http://bit.ly/bS9tDv Thanks for this post. I will RT it on Twitter. Kate Na*ser, The People-Skills Coach |
Meerika
said:
|
... Agree. Customer service is indeed the backbone of any business. This Forrester report also suggests the same. http://go2see.it/abd |
Write comment
Show/Hide comment form
© Metropolis International Group Ltd 2009