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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

High pressure frontlines detected in global customer service barometer

shared by kcatoto on Dec 28
A recent report – Global Customer Service Barometer (PDF download) – published by American Express® tells us the state of the customer service industry – with some interesting findings. For in...






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