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Customers Still Find Themselves Looking for Love

CUSTOMERS STILL FIND THEMSELVES 1OOKING FOR LOVE Consumers who have contacted customer service have elevated expectations and continued frustrations with brands they do business with. DON'T FEEL THE LOVE 84% 64% 42% Feel ignored Don't feel like a valued customer Would rather go to the DMV than contact customer service WHAT'S THEIR PRESCRIPTION? Vent on social media 9% Use a different channel 27% Threaten to leave 36% Ask to speak to a supervisor 57% 72% Gather documentation before the call CUSTOMER FRUSTRATION 16% 17% Can't use channel of choice Feel like a stranger 45% 65% No resolution THE PHONE Repeat themselves RING IS STILL KING What channel do customers feel gives them the best service? WHAT DO CUSTOMERS WANT? They believe that companies who offer multiple channels: 63% 14% 12% Phone Chat Not 77% Applicable Are easier to do business with 7% 4% 1% Online Self Service Feel social provides the best customer Email 74% service Provide better service 42% Yet, Would rather companies use social for customer service than marketing. This indicates most companies have not started to use social for customer care. 67% Feel more in control of the relationship In today's climate of shifting expectations, customers will 'show the love' when they get interaction consistency with companies - across channels and throughout every engagement. For more information: aspect Survey conducted using the online omnibus services of TNS from 2/28 - 3/3, 2013, among a national sample of 2,500 Americans 18+ (balanced to census), of which 2,158 have contacted customer service.

Customers Still Find Themselves Looking for Love

shared by AspectSoftware on Apr 24
Customers who have contacted customer service have elevated expectations of the brands with whom they do business — as well as continued frustrations.


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