What customer’s really want – Top 10 customer expectations
sheree
A new report out from Optus business has highlighted the impact of bad customer service on the bottom line for a business and shown just how outstanding customer service has to be for a customer to recommend to a friend. The new 2014 Future of Business Report by Optus surveyed 550 business and government decision makers as well as 5000 customers from a range of different industries as part of the report .
Merely satisfying customers is no longer enough
Out of all those surveyed, 94% of people said they would recommend a business after outstanding customer service however only 17% would recommend after good customer service. So merely satisfying a customer and offering good customer service is no longer enough for customers.
Bad customer service unfortunately elicits almost 50% of people to tell a friend, colleague or family member about the bad customer service experience.
Creating greater customer loyalty and advocacy and delivering outstanding customer experience can increase revenue and efficiencies – yet most businesses don’t understand its financial impact.
The Optus report
gave a Top 10 of customer expectations when interacting with a business:
- Staff are friendly or polite
- My needs are met
- Staff are knowledgeable
- I am able to interact with a real person
- I get a quick result
- I feel valued as a customer
- I can interact at my convenience
- It takes me minimum effort
- Business is honest and transparent
- I feel listened to
KEEP IN TOUCH
