{"id":15264,"date":"2015-10-15T14:14:34","date_gmt":"2015-10-15T18:14:34","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=15264"},"modified":"2019-09-11T11:24:56","modified_gmt":"2019-09-11T15:24:56","slug":"customers-want-better-customer-service","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/customers-want-better-customer-service\/","title":{"rendered":"Customers Want Better Customer Service\u2026or Else!"},"content":{"rendered":"<p>New \u00a0research reveals that <strong>98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it<\/strong>. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Service<\/a> is important to them when they choose where they do business. Furthermore, it also reports 63% of 1,000 U.K. consumers said they have stopped doing business with companies that blow it with Customer service.<\/p>\n<p>According to the 2015 U.K. State of Multichannel Customer Service Report\u00a0published by Parature and Microsoft Dynamics CRM, it\u2019s not a moment too soon. It\u2019s the law of <a href=\"\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Experience<\/a> Supply and Demand: they demand it so you better supply it!<br \/>\n<!--more--><\/p>\n<p>How are companies blowing it? They evoke the wrong Customer emotions during the experience. According the report, the common complaints from those Customers surveyed included:<\/p>\n<p><strong>Feeling Hassled:<\/strong><\/p>\n<ul>\n<li>\u00a0 \u00a0 \u00a0Feeling passed around between different agents during an interaction (23%)<\/li>\n<li>\u00a0 \u00a0 \u00a0Needing to contact a company several times to resolve a single issue (23%)<\/li>\n<\/ul>\n<p><strong>Feeling Frustrated:<br \/>\n<\/strong><\/p>\n<ul>\n<li>Not finding their information or getting resolution online (16%)<\/li>\n<li>Waiting on hold too long (15%)<\/li>\n<\/ul>\n<p><strong>Not Feeling Valued:<\/strong><\/p>\n<ul>\n<li>\u00a0\u00a0\u00a0\u00a0\u00a0Navigating automated systems, feeling unable to reach a real person (13%)<\/li>\n<li>\u00a0\u00a0\u00a0\u00a0\u00a0Suffering impolite agents (9%)<\/li>\n<\/ul>\n<p>All of these complaints correspond with feelings. That\u2019s because over 50% of a <a href=\"https:\/\/beyondphilosophy.com\/customer-experience\/\">Customer Experience<\/a> is how a Customer feels about it. Organizations that fail to make a Customer feel a certain way during their interactions get dropped by them. \u00a0As the numbers show here not feeling valued and feeling hassled and frustrated are the type of emotions that facilitate getting dropped!<\/p>\n<p>We know from our work with London Business School (that culminated in my bestselling book, <a href=\"http:\/\/www.amazon.com\/DNA-Customer-Experience-Emotions-Drive\/dp\/0230500005\/ref=sr_1_1?ie=UTF8&amp;qid=1321273872&amp;sr=8-1\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">The DNA of the Customer Experience, How emotions drive value<\/a>, Palgrave Macmillan 2007) the emotions Frustrated and Valued are two that destroy and drive value, respectively. We normally establish how an organization is performing against a benched market research called <a href=\"https:\/\/beyondphilosophy.com\/services\/emotional-signature\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Emotional Signature<\/a>.<\/p>\n<p>Customers are more demanding than in the past about the online presence of a company, too. Of the U.K. Customers surveyed, <strong>92%<\/strong> of them <strong>expect<\/strong> a self-service portal on the website for Customer service, with 43% also saying they that portal to be mobile responsive. Sixty-five percent of these Customers also expect a response within 24 hours when they tweet about something to a company.<\/p>\n<p>That\u2019s just the U.K. For the U.S. Report, Parature and Microsoft Dynamics CRM,they produced this infographic:<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>It\u2019s great that more companies are working on improving the Customer Experience for Customers. The thing about improvement is that it\u2019s a journey, not a destination. Believe me, as soon as you think you have arrived, the destination gets changed again. Companies that didn\u2019t even have a mobile site until last month shouldn\u2019t relax now\u2014they need to make sure it\u2019s responsive to the online self-service Customer portal. Organizations that came up with great new live-agent systems at the call centers can\u2019t relax until they learn how certain call protocols \u00a0employed by agents come across as abrupt or cold with Customers calling in for help.<\/p>\n<p>It comes down to this: Customer Experience needs to move to the next level of Customer Experience. And there is <em>always<\/em> another level to reach.<\/p>\n<p>Customers are a demanding lot. They want the best price with the most comprehensive service, and they want access to all of these things 24 hours a day, seven days a week\u2014on their smartphone! However, the truth is, organizations better give it to them. In today\u2019s competitive and global marketplace, if Customers don\u2019t get what they demand, they aren\u2019t in short supply to go somewhere else to get it.<\/p>\n<p><strong>Are you ready to move your organization to the next level of Customer Experience?<\/strong><\/p>\n<p><em>If you enjoyed this post, you might be interested in the following blogs:<\/em><\/p>\n<ul>\n<li><em><a href=\"https:\/\/beyondphilosophy.com\/british-people-dont-always-say-meanneither-customers\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><em>British People Don\u2019t Always Say What They Mean\u2026Neither Do Customers<\/em><\/a><\/em><\/li>\n<\/ul>\n<ul>\n<li><a href=\"https:\/\/beyondphilosophy.com\/unforgiving-brits-unhappy-consumers-uk-punish-poor-service-us-consumers\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><em>The Unforgiving Brits: Unhappy Consumers in the UK Punish Poor Service More Than US Consumers<\/em><\/a><\/li>\n<\/ul>\n<ul>\n<li><em><a href=\"https:\/\/beyondphilosophy.com\/the-value-of-complaints\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">The Value of Complaints<\/a><\/em><\/li>\n<\/ul>\n<p><a href=\"https:\/\/beyondphilosophy.com\/our-team\/colin-shaw\/?utm_source=linkedin&amp;utm_medium=pulse&amp;utm_campaign=n2n\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><em>Colin Shaw<\/em><\/a><em> is the founder and CEO of<\/em><a href=\"http:\/\/bit.ly\/189lvWr\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"> <em>Beyond Philosophy<\/em><\/a><em>, one of the world&#8217;s leading Customer experience consultancy &amp; training organizations. Colin is an international author of<\/em><a href=\"http:\/\/bit.ly\/IrQ8uB\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"> <em>five bestselling books<\/em><\/a><em> and an engaging keynote speaker.<\/em><\/p>\n<p><em>Follow Colin Shaw on Twitter &amp; Periscope<\/em><a href=\"http:\/\/bit.ly\/1hxF3H7\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"> <em>@ColinShaw_CX<\/em><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>New \u00a0research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that Customer Service is important to them when they choose where they do business. Furthermore, [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":15265,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[594,83,130,110],"tags":[],"class_list":["post-15264","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-centricity-2","category-customer-experience-1","category-customer-research","category-customer-service"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/15264","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=15264"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/15264\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/15265"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=15264"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=15264"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=15264"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}