{"id":13577,"date":"2018-05-22T13:07:30","date_gmt":"2018-05-22T13:07:30","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=13577"},"modified":"2018-05-24T20:53:06","modified_gmt":"2018-05-24T20:53:06","slug":"consumers-ditch-businesses-following-poor-customer-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/consumers-ditch-businesses-following-poor-customer-service\/","title":{"rendered":"Consumers Ditch Businesses Following Poor Customer Service"},"content":{"rendered":"

Brands are failing to create the positive, emotive experiences that drive customer\u00a0loyalty.<\/strong><\/p>\n

New research from NewVoiceMedia reveals that 42 percent of UK\u00a0consumers left a business last year due to poor customer service. For millennials\u00a0(those aged 25-34), this increased to 53 percent.<\/p>\n

The survey, based on independent research among 2,011 adults from the United\u00a0Kingdom, found that top reasons for leaving included: feeling unappreciated (36 percent), not being able to speak to a person (26 percent) and being passed around\u00a0to multiple agents (25 percent). Seven percent had such low expectations of the\u00a0customer experience that they didn\u2019t even bother contacting support about their\u00a0service issue before switching companies.<\/p>\n

63 percent of respondents said that if they felt they\u2019d made a positive emotional
\nconnection with a customer service agent, they\u2019d be more likely to do business with\u00a0that company again. However, on average, consumers felt emotional connections with\u00a0just 13 percent of companies they\u2019d done business with over the last year.<\/p>\n

Calling out the contact centres<\/strong><\/p>\n

35 percent indicated emailing as their preferred method of communication with a\u00a0business, with nearly half (48 percent) considering calls to be the quickest way of\u00a0resolving an issue. However, consumers flagged being kept on hold as the top reason\u00a0(34 percent) they dislike calling companies.<\/p>\n

Consequently, only 16 percent suggested calls were the most effective way of
\nresolving an issue. Social media was touted as equally effective in settling
\ncustomer service issues (16 percent), followed by email (12 percent).<\/p>\n

How customers respond<\/strong><\/p>\n

Faced with poor customer service, 41 percent would write a complaint email\/letter,\u00a031 percent would never use the offending company again, 29 percent would change\u00a0suppliers, a fifth would post an online review and a further 20 percent would\u00a0complain publicly via social media. Only 15 percent would take no action.<\/p>\n

On the contrary, if provided with good service, respondents would be more loyal (55 percent), recommend the company to others (47 percent) and use the business more\u00a0frequently (26 percent).<\/p>\n

In an era of empowered and ultra-connected consumers, being able to contact a\u00a0company through any channel was rated as the top driver of feeling emotionally\u00a0connected to a brand (31 percent). This supports research from the Aberdeen Group,\u00a0which found that companies that excel in engaging customers across channels can\u00a0retain nearly three times as much business as those without an omni-channel\u00a0strategy.<\/p>\n

\"Dennis\u201cWith revenue being transferred between companies at an alarming rate, this research\u00a0shows how those that compete on the basis of customer delight can drive the\u00a0acquisition, retention and efficiency that make leading businesses successful\u201d,\u00a0comments Dennis Fois, CEO of NewVoiceMedia.<\/p>\n

\u201cIn today\u2019s Age of the Customer, personal, emotive customer interactions play a\u00a0critical role in bridging the gap for what disruption and digital innovation alone
\ncannot solve. For brands to compete \u2013 and win \u2013 in CX in 2018 and beyond, service\u00a0leaders must ensure their teams optimise processes and communication in ways that\u00a0create positive emotional experiences for customers\u201d.<\/p>\n

Martin Hill-Wilson, customer engagement strategist and founder of Brainfood, said,\u00a0\u201cEmotive customer experience recognises that our decisions are driven by deep seated\u00a0motivations: the things that really matter to us in terms of identity and personal\u00a0fulfilment. Tap into these, and customers become more valuable in every respect:\u00a0from advocacy to lifetime spend\u201d.<\/p>\n

You can download the research whitepaper at www.newvoicemedia.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Brands are failing to create the positive, emotive experiences that drive customer\u00a0loyalty..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/13577"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=13577"}],"version-history":[{"count":9,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/13577\/revisions"}],"predecessor-version":[{"id":13603,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/13577\/revisions\/13603"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=13577"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=13577"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=13577"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}