High pressure frontlines detected in global customer service barometer

9/10 consumers find Customer service important do business with to be when deciding on which companies to The current economy has made customer service more important to customers 100% 90% MORE IMPORTANT 80% 70% 60% STAYED THE SAME 50% 40% LESS IMPORTANT 30% 20% 10% 0% UNITED STATES 57% JAPAN 26% MEXICO 63% GERMANY 53% AUSTRALIA 61% UK 50% FACT: Consumers have SPAIN 53% 37% spent more for customer service ITALY % of consumers that have spent more % more would more they would be willing to spend 9% FACT: cConsumers will also ITALY spend more with companies that provide excellent service SPAIN 8% UK 7% AUSTRALIA 8% GERMANY 7% MEXICO 8% JAPAN 10% UNITED STATES 9% % OF CONSUMERS THAT FOCUS ON PERSONAL EXPERIENCE 98% 97% 88% 98% 95% 98% 93% 94% 93% 95% 97% 97% COUNTRIES INCLUDED UNITED STATES MEXICO INDIA GERMANY CANADA UNITED KINGDOM NETHERLANDS AUSTRALIA JAPAN FRANCE ITALY SPAIN 6/ 10 consumers have decided never to do business with a company again as the result of a poor customer experience! HOWEVER... - of course AFTER you resolve the problem! an apology may help win back business after a poor service experience NOTHING / NOT SURE PROVIDE OFFER FREE REWARD POINTS PRODUCTS OR SERVICES OFFER A DISCOUNT OR A COUPON CREDIT YOUR OFFER AN ACCOUNT APOLOGY TELEFACTION The Return on Behavior company Source: Global Customer Service Barometer AVERAGE JAPAN INDIA AUSTRALIA NETHERLANDS SPAIN UNITTED KINGDOM ITALY GERMANY FRANCE MEXICO CANADA UNITED STATES