Business Services Industry
Are you `dissing' customers? Researchers say consumers think you are. (Customer Service).(Rockwell FirstPoint Contact and Roper ASW survey)(Brief Article)
Customer Interface, November, 2002
A national survey reports that 64 percent of American consumers feel companies with which they frequently interact by telephone are not very respectful of their time. The perception is even worse among the 18 to 34-year-old demographic, with only one in five respondents reporting that companies are "very respectful" of their time.
Statistics show that 70 percent of customers will change suppliers because of poor service. Experts say that reducing customer defections by just 5 percent can result in a profit increase of up to 50 percent. "Unfortunately for many companies, negative customer interactions associated with poorly designed contact centers is taking a toll on their reputations," said Terry Murphy, president of Rockwell FirstPoint...
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