American Express: Duh...GetHuman.com Could Have Told You That

A new customer service report by 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.

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Posted by GetHuman on Tue, 13 Jul 2010 2:44pm