International: Social media raising stakes for customer service
SERVICES NEWS
RetailCustomerExperience.com - May 3rd 2012, 09:04
Americans are growing more frustrated with customer service, and their social media savvy is making it hard for businesses to get away with ignoring the problem, according to the 2012 American Express Global Customer Service Barometer. It found that consumers who have used social media for service wield the greatest amount of influence. They tell significantly more people about their service experiences, and say they'd spend 21 percent more with companies who deliver great service — compared to 13 percent on average.
The survey, which was conducted in the U.S. and 10 other countries, also revealed a sorry state of service in general. Nine in 10 of Americans surveyed (93 percent) said that companies failed to exceed their service expectations. What's more, one out of two respondents (55 percent) walked away from an intended purchase in the past year because of a poor customer service experience.
The most popular ways consumers address service inquiries continue to be speaking to a live representative (either on the phone or face-to-face), and through company website or e-mail. That said, one in five consumers (17 percent) said they've used social media at least once in the last year to obtain a customer service response, and this relatively small group of consumers is extremely engaged and vocal.
"Delivering outstanding service creates impassioned advocates and can serve as a powerful marketing weapon for companies," said Jim Bush, Executive VP of world service, American Express. "For example, consumers who have used social media for service in the last year are willing to pay a 21 percent premium at companies that provide great service. They also tell three times as many people about positive service experiences compared to the general population. Ultimately, getting service right with these social media savvy consumers can help a business grow."
Related News
H.H. Gregg to match prices of online retailers
07/02/2013 - 08:43
Indianapolis -- H.H. Gregg announced that it has launched a “Price Match Guarantee” to ensure that its customers receive the lowest advertised prices on merchandise both in stores and online, for up to 30 days after the date of purchase.
Warning about uncertified appliances
05/12/2012 - 09:50
Cape Town - Electrical appliances which are not certified by the SA Bureau of Standards (SABS) pose a serious threat to consumers' lives, Parliament's energy portfolio committee warned on Tuesday.
Motlanthe: Consumers spoilt for choice
27/11/2012 - 08:44
Johannesburg - South African consumers are "spoilt for choice" and need to be convinced to buy local products, Deputy President Kgalema Motlanthe said on Monday.
Virgin Megastore opens new outlet in Abu Dhabi
19/11/2012 - 09:52
Retail entertainment chain Virgin Megastore has reported a double-digit growth of 15 per cent year-on-year in its revenues in the UAE, on the back of rising consumer confidence in the country.
NCR to install 10,000 self-checkouts in Walmart stores
02/11/2012 - 09:13
Duluth, Ga. -- NCR Corp. announced that it will be installing 10,000 SelfServ Checkout lanes to more than 1,200 Walmart locations in the United States during 2013.
