Here’s some interesting information that was recently reported on by TMCnet, Poll Confirms Customer Service Is Key Differentiator:
Verint Systems Inc., a leading provider of analytic software-based solutions for workforce-enterprise optimization and security, today announced the findings of a recent customer service survey conducted by Harris Interactive on behalf of Verint Systems. Results confirmed that consumers overwhelmingly prefer good customer service over the hottest, most innovative product offerings and that most consumers tell others about their customer experiences, bad or good.
The results revealed that of those surveyed…
- 88 percent reported they find a company with good customer service more enticing than one with the hottest, most innovative product offerings. Only 12 percent preferred a company with the hot, innovative product.
- 90 percent report that, on average, they tell at least one person about a bad customer service experience, and 85 percent tell multiple people.
- 88 percent of customers tell at least one person – and 81 percent tell multiple people – about a good customer service experience.
“These survey results underscore the need for today’s businesses to more effectively manage customer relationships and place the customer at the center of the overall business process, shifting away from the traditional product-centric approach,” says Michael Lowenstein, vice president of customer loyalty management at Harris Interactive. “The consumers’ voice is loud and clear; in an increasingly competitive market, the overall customer experience is the key differentiator in driving brand loyalty. Companies need to understand customer needs and make them priorities in order to consistently meet and exceed expectations.”
“Recognizing the need to deliver a superior customer experience, today’s forward-thinking organizations are investing in customer-centric management strategies and solutions, which enable them to enhance business processes to more effectively address customers’ wants and needs,” adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “The results of this survey clearly demonstrate the need for actionable intelligence generated across traditional customer interaction points – including contact centers, branches and back-office operations – as highly critical for consumer-facing businesses.”
