urn:uuid:a0f74062-bcfc-6ce4-040a-cf8b648d77ee http://gethuman.com/American_Express/news_56/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:6140420c-3e4f-fd2f-f946-a0e62104af3a 2012-05-18T21:13:54+00:00

urn:uuid:55fbe596-38de-cc52-a86d-2e4cbe8bcb21 2012-05-10T22:52:32+00:00

urn:uuid:aa6667de-acd7-ca70-24bd-7244502f40c7 2012-05-09T22:09:52+00:00

urn:uuid:5b1e69a8-0c14-f357-771a-c3043c9955b6 2012-05-04T17:13:49+00:00

- 93% of customers claimed that companies failed to exceed their customer service expectations

- 17% of customers have used social media at least once in the past year for the sole purpose of customer service

- 83% of social media users have not completed an intended purchase because of poor customer service

- Social media users place a 21% premium on brands that use social media for customer service vs 11% on those brands that do not use it.

What's even more interesting is that on average, social media users tell 42 other people via social media when they receive good customer service, and when they would recommend using them again. There really isn't any reason why companies shouldn't be using social media for customer service. The setup and maintenance costs are almost nothing, and it's a much faster way for customers to get in touch with customer service representatives than through traditional outlets such as email and the phone. Now that there's definitive proof behind the theory, hopefully more companies will jump into the social media realm and start offering better service than what they currently do. Either way, it helps give a clearer picture on matters such as why Facebook is worth so much money. Now if we could just get them to set up their own customer service page and phone number...

To read the entire American Express report, click here. ]]>

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urn:uuid:1564c92b-1578-a27c-482d-de5d4cc4f6be 2011-05-02T19:20:32+00:00

GetHuman.com? Hard evidence. Sure in this technological world that we live in, anyone with an email or internet access to say whatever they want, but a lot of times those comments can have no backing. It's one thing to say people hate the IVR system, and people want to talk to a human to have their issues resolved, but it's always great when someone takes the time to measure the actual statistics. Thank you American Express. What am I talking about you may ask? In a recent survey conducted by American Express about company communication methods, 90% of respondents would rather speak to a human being to have their customer service issues resolved, than use an automated system. 90%. That's not made up. American Express surveyed over 1,000 people, and of those, only 20% of respondents claimed to be interested in having their issues resolved by an automated system. 20%!!! Also of interest is the fact that 70% of the respondents claimed they'd be more willing to spend with a company that has good customer service, sometimes upwards of 20% more. It should also be noted that the same group of respondents would be open to using newer technology including Twitter and online chats, but to them, nothing beats speaking to someone on the phone.

So why aren't companies listening? If we've said it once we've said it a thousand times, during tough economic times, companies are always trying to cut costs and save money. One of the first places to face cuts is the customer call center. But why? It's far more expensive for companies to go out and find new customers than it is to retain them. So why cut a recurring revenue stream for the "chance" of possibly making more money later? It makes no sense. Maybe now with some hard evidence, and granted the sample set could be considered small but the results are staggering, companies will pay attention. Want to make a difference? Use the same technological upgrades to get in touch with companies and let them know what you think. Email the CEO. Post your thoughts on the company Twitter page. Send them an email explaining you want more customer service reps, not less. It may seem like a futile effort but it's not. With more and more evidence coming out, companies are bound to listen.

If you want to read the full report, click here. ]]>

urn:uuid:7343356e-e16c-d87f-c4be-3d54b0318f45 2010-07-13T14:44:06+00:00

American Express was recently released, and good news GetHuman.com users, your voices are making an impact. The American Express Customer Service Barometer claims that during these hard economic times, customers such as yourselves are more focused on receiving great customer service and will spend up to 9% more if they believe they are receiving superior customer service. Other highlights of the report are:

-A little more than a third of Americans (37 percent) believe that companies have increased their focus on providing quality service

-27 percent feel businesses have not changed their attitude toward customer service.

-28 percent say that companies are now paying less attention to good service.

What's really interesting is customers feel that companies take their business for granted, and do not do enough to retain their services. I can say personally that our users feel the same way. It's a simple concept if you think about it. Provide a solid customer experience, and customers are more likely to return for future purchases. What's even more interesting is the report claims that customers are more likely to talk about a positive experience than they are a negative experience. The good news is the American Express report will hopefully provide some guidance to larger corporations and allow them to realize that customer service representatives are an asset to every firm and should be viewed as an investment expense in the firm and not a cost. Like any investment, there's a possibility of a high return, and the American Express report confirms that.

In the end, customers should feel like their voices are being heard. While large corporations are often slow to react to customer's needs, the good news is that when times are tough and will so much negative data surrounding the customer service department, companies will begin looking at their business from the top down, and for once, customer service can not being ignored. For more on the report, Click Here. ]]>

urn:uuid:1d2ad147-5c1a-a85e-41f5-12e3f390cf3b 2010-04-21T20:28:16+00:00

American Express came out on top, those of you with Citi Cards or Discover Card may also be able to take advantage of some added perks.

Some of the other results include:

-Eighty percent of issuers provide extended warranties that add 12 months of coverage onto the original manufacturer's warranty, but restrictions vary. Capital One and Citi provide the coverage only when the original warranty lasts a year or less, for example, while American Express will extend coverage on original warranties of up to five years.

- Chase and Citi offer automatic trip cancellation insurance.

- American Express, Citi and Capital One offer price protection, where customers can get rebates for purchased items for sale at a lower price elsewhere

- Wells Fargo, Citi and American Express offer lost or stolen wallet assistance.

- American Express, HSBC and Citi offer theft and breakage protection for a limited time after purchase.

- Seventy percent supply emergency travel support for customers that pay for tickets or hotel stays on their credit card. Only three issuers include flight benefits, such as ticket discounts and assistance with delayed flights. Four issuers provide compensation and help with delayed baggage.

For the extended result of the study, Click Here. ]]>