A Poor Customer Experience will drive 74% of Consumers to want to change suppliers according to recent research


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Bloody obvious common sense of course!

Especially important when you realise that swapping suppliers in industries where it’s traditionally been hard to change (eg Banks, Power Companies etc) is getting easier and quicker by the day.

It currently takes about 5 weeks to change power supplier: in 10 years it will take as little as 5 minutes!

Established Companies beware: change is everywhere. Don’t be a Kodak or a Comet … or a King Canute!

Here’s the info:

Delivering a poor customer experience can have a significant impact on a brand or organisation, according to new research from Mitel, which reveals the important role of contact centres in driving customer loyalty and retention. Almost three quarters (74%) of UK adults would change supplier based on a poor experience with the contact centre, with 46% of these consumers confirming they have already switched for this reason.

The survey of 2,000 UK adults, carried out in September 2013, reveals that personal touch is critical to delivering a positive experience, followed by fast and effective service. The most important factor for consumers when contacting a brand or company is being able to interact with a real person, not an automated service (54%), followed by getting a quick response (49%) and having a query resolved immediately (44%).

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' (www.greatorpoor.com ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' (www.salesthroughservice.com ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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