CSUK TV - Brought to You By SDI

Business have ‘one chance’ to get service right

Posted 07-11-2011 in Latest industry news

A bad customer experience is now almost unforgivable for UK consumers, with a study from Sage finding that companies are given on average one chance to make amends after disappointing service.

The report also found that a third of consumers would cease using a service or product for good if it fails to reach expectations the first time around, with 47 per cent of respondents claiming to place a higher value on customer experience in the current economic climate.  However, only 22 per cent think that UK businesses have made an extra effort regarding service during the recession.

“Businesses that are unable to break the cycle of formalised service levels will struggle to deliver the wow factor customers clearly want,” says Sage’s head of customer service Kevin Thompson. “Extraordinary customer experience is about transcending the purely functional relationship companies have with consumers, and delivering something extra which connects them with their customers on a more personal, emotional level.”