Good news travels fast but bad news travels even faster. Americans say they tell an average of nine people about good experiences, but nearly twice as many about poor ones. How would your company measure up?
These findings were released recently in the American Express Global Customer Service Barometer, a survey conducted in the U.S. and nine other countries to explore attitudes and preferences toward customer service. It found that the quality of customer service provided directly affects customers’ spending habits.
According to the survey, seven out of 10 Americans are willing to spend an average of 13 percent more with companies they believe provide excellent customer service. Their wallets will go back in their pockets for sub par service: 78 percent of consumers surveyed said they had bailed on a transaction or not made an intended purchase because of a poor service experience.
Another common response to poor service is for customers to get angry. More than half of customers surveyed admit to having lost their temper with a customer service professional. They might have insisted on speaking with a supervisor, hung up the phone or—even worse—threatened to switch to a competitor.
How can you ensure this doesn’t happen with your business? The key is finding the right people for the job. If your company has employees who listen and respond to the needs of your customers, then your company is in good shape.