How Process Matters to Today's Customers

Posted: 06/10/2013

Service is the New Marketing: Findings from a Multi-Country Survey on Attitudes Toward Customer Service

Today’s consumers are impatient and vocal. They’re tired of encountering overworked and understaffed customer service functions and falling victim to avoidable errors and delays. They’re unresponsive to traditional marketing messages and prioritise service above price, yet they feel short-changed because service is falling short. So what really matters to customers and where are companies going wrong in delivering it?

This whitepaper, based on an Ipsos-MORI survey of over 7,000 consumers in 6 countries (United States, United Kingdom, Russia, Poland, France and Germany), looks at the critical areas where service providers must focus to help minimise a negative consumer response, and outlines the solutions available to help build customer delight and loyalty.

Download this whitepaper to:

  • Find out what really matters to your customers and how broken processes that cause delays and errors could be seriously damaging what they think of you
  • Understand why and how listening to the Voice of the Customer is the new imperative businesses in the 21st Century
  • Look at cross-country comparison of customer attitudes and behaviours


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Posted: 06/10/2013