Which elements of customer service are very important to consumers? What are the customer service issues that frustrate people most?
To find out, /7 surveyed 1,200 US consumers across four age groups: Millennials (age 18-30), Generation Xers (age 31-49), Baby Boomers (age 50-69), and members of the Greatest Generation (age 69+).
Respondents rank being able to contact a company any way they want (via Web, phone, mobile apps, SMS, email, social media, etc.) as the most important part of great customer service.
The next most cited element of excellent customer service is being able to resolve issues without having to talk to a company representative.
Third is the company's anticipating issues when it's contacted, without having to be told the full story.
Getting trapped in automated phone self-service systems is the top reason cited by respondents for ending a business relationship because of poor customer service.
Being forced to wait too long to interact with a company representative ranks second, followed by having to interact with representatives who are unqualified to deal with issues.
About the research: The report was based on data from a survey of 1,200 US consumers across four age groups: Millennials (age 18-30), Generation Xers (age 31-49), Baby Boomers (age 50-69), and members of the Greatest Generation (age 69+).
Continue reading "The Top Elements of Great (and Terrible) Customer Service" ... Read the full article
MarketingProfs provides thousands of marketing resources, entirely free!
Simply subscribe to our newsletter and get instant access to how-to articles, guides, webinars and more for nada, nothing, zip, zilch, on the house...delivered right to your inbox! MarketingProfs is the largest marketing community in the world, and we are here to help you be a better marketer.
Sign in with your preferred account, below.
You may like these other MarketingProfs articles related to Customer Relationships:
- Boost Your Sales With Strategic Gifting [Infographic]
- How to Use Empathy in Your B2B Brand Storytelling
- The Role of Customer Empathy in the Future of Marketing
- How to Offer More Value to Your Crisis-Stricken Customers [Infographic]
- CX Will Be Essential for Rebuilding After COVID-19: Four Steps You Need to Take Now
- Planning Your COVID-Related Communications: A Flowchart [Infographic]