Looks like consumers across world expect companies to do the basics right. Reading the findings, it further reinforced my view that customers move their business without informing you, if they are unhappy. They have got no patience to deal with companies that don't care about them. They just expect you to get your act right. Leave the fluff behind. Ensure you walk the talk. And above all, they want you to execute flawlessly.
The UK customer experience report, seems to capture this essence of customer experience and expectations quite well.Take a look at the topline findings of this report:
- Over 65 percent took their patronage elsewhere because of poor customer service experiences
- Around 27 percent said they would never return, no matter what the enticement
- More than 53 percent said they would return only if the company proved they had improved their customer service level
- Nearly 50 percent said the company would have to prove it valued their patronage before they decide to return
- All respondents voted that more than 25 percent of their customer experience service last year was not good
- Around 78 percent said they would increase their custom if they perceived continuously excellent customer service
thro' CRM Blog