"Hello, I am a customer, is there anybody who wants to help me?"
On the 30 November I blogged about the Myths Of (Self)Service http://http//designed-innovation.blogspot.com/2007/11/myths-of-self-service.html and now a recent study showed that there is a growing discontent in service. To me a growing signal to retailers and other companies need to invest in their service smartly either with training people or (self) service solutions or accept the consequences.
A new research report from Yankelovich, Consumers in Control: Customer Service in the Age of Consumer Empowerment, shows clearly that exasperation is what many are feeling with the lack of service they get. Twenty-seven percent say they are even willing to pay if they can just get someone to meet their needs.
"Consumers have moved beyond frustration. It's gone from a simmer to a boiling point," Lexi Hutto, a senior consultant at Yankelovich, told AdAge.com.
"[Consumers] feel they deserve what they want and will look for it wherever they can find it. If they don't find it at Company A, they'll go to Company B or C," she added.
"Consumers have moved beyond frustration. It's gone from a simmer to a boiling point," Lexi Hutto, a senior consultant at Yankelovich, told AdAge.com.
"[Consumers] feel they deserve what they want and will look for it wherever they can find it. If they don't find it at Company A, they'll go to Company B or C," she added.
According to the Yankelovich research, 62 percent of consumers believe that the service people they interact with "don't care much" about their needs. This number is up 10 points in two years.
The article about the study:
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