Do your customers hate you?
Did you know that “more than half your customers hate you”? A new report shows that about 62 percent of Americans say companies “don’t care much” about their needs. That’s up from 52 percent in 2004. Today’s savvy consumers are onto you. 67 percent “say marketers care more about selling existing products than really helping the customer.”
What do they hate the most? The automated phone “help” you provide. 92 percent say they have “tried to circumvent an automated phone tree to find a real person, futilely jabbing at the zero and pound sign.” Overwhelmingly what consumers are looking for is a person with an excellent command of English. About eight in 10 consumers feel it is important to have the ability to talk to a live company representative - 27% say they would even be willing to pay for the privilege. Check out the full article by clicking here.
As we approach the end of the year, think: what do your customers think about you? Perhaps it’s a good time to take inventory of your relationship with the people you count on most and look for ways to improve their experience.
If you like, we can help with that.
What’s your idea?