According to a recent study conducted by American Express, 58% of Canadians indicated the quality of customer service is more important to them in today’s economic environment than it was prior to the recession.
These same consumers also suggested they would be willing to pay a premium upwards of 7% just to get better service.
And only 15% believe companies value their business enough to go the extra mile to keep it.
By my way of thinking, for anyone in business who's feeling the pinch, or just wanting more, this dichotomy screams OPPORTUNITY!
What do you think?
To read more of the findings of this study, click here: Service speaks: Canadians willing to spend 7% more for premium treatment.
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To comment, or read the comments on this blog click on 'comments' beside the little envelope below. To read previous articles (this is #37), see the Blog Archive (lower right) and to become a Wavemaker Blogs follower, click on 'Follow' (just above Archive).
If you would like to be notified whenever a new Wavemaker blog topic is posted, just drop us an email at wmconsulting@live.com with "Blog Me" in the subject bar. We promise never to provide your contact details to anyone else and you can unsubscribe from this service at any time.
If you would like to know more about how Wavemaker Consulting can help your company improve the customer experience you provide visit our Website, or email us at wmconsulting@live.com
Please Sir, may I have more?
ReplyDeleteThe 37th blog is another that hits my heart. I am currently in dispute with British Gas, with whom I have an annual (expensive) call-out maintenance procedure, and, at the start of UK winter, the timer clock is kaputt. So far this week they have agreed to attend to fix twice. Failed to turn up, used inexplicable reasons for doing so, rescinded the cancellation and rebooked and again failed to attend, failed to call me back when promised so to do, have a customer relations team who cannot speak English, cannot take notes, AND, the last straw, do not know the name of their boss. Your blog is excellent. I may send it to their MD, with whom I shall be in contact later today.
ReplyDeleteKeep smiling,
Ray
You would think most companies would be looking for any advantage they can get in these times.
ReplyDelete