By Alicia Fiorletta, Senior Editor
Ensuring great customer service and experiences is definitely vital during the competitive holiday season. But it definitely should not only be a focus once a year.
In fact, the stakes are higher than ever in today’s omnichannel era, and consumers are more willing to switch brands and retailers if they have poor experiences.
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New research from NewVoiceMedia provided an enlightening snap shot into consumer attitudes of service strategies among U.S. retailers. And the potential impact of poor customer service is astounding: An estimated $41 billion is lost by U.S. companies each year following a bad customer experience.
There are a variety of factors that contribute to a poor experience. Here’s what stood out to consumers:
- 53% feel unappreciated;
- 42% are put off by rude or unhelpful staff;
- 32% are fed up speaking to multiple agents;
- 29% are annoyed by staff’s lack of knowledge; and
- 25% are tired of being kept on hold.
On the flip side, if consumers experience great service, 70% of respondents said they would be more loyal to the brand or retailer, and 49% said they would use the company more frequently.
Some shoppers would even be more willing to rave to friends and family about a retailer if they have a great experience. But women are more appreciative of great service, with 74% saying they would recommend a business to others, compared with 64% of men.
In addition to these key findings, the research also provides great insight into consumers’ preferred service channels and their top frustrations about certain customer service tactics.
As we venture into 2015, it is imperative that retailers understand customer preferences and expectations, and tailor their service strategies and investments based on their key findings. I definitely recommend using this study as a source as you go through the process.
