Survey showing customers are willing to pay more for good customer service
A new Xerox report, The State of Customer Service 2015, reveals that over half (54%) of customers would pay more money for better customer service from their favorite brands.
Xerox surveyed over 6,000 customers across Europe and the US to discover that seven in 10 of those aged over 71, and even 40% of Generation Zs (aged 16-20) were prepared to pay more to ease the support process. “With many customers willing to pay for it, organizations must make the investments necessary to ensure that their customer service works better,” says Nancy Collins, group president of Xerox’s High-Tech, Communications and Media group.
“Whether it’s more expertise from customer care agents, shorter waiting times or a seamless Omni channel experience, there is a clear opportunity for brands to better use technology to build trust and treat every consumer as an individual.”
The findings give a staggering insight in to the importance of factoring how well you treat your customers. Providing a product is not simply about offering it at the cheapest price. Cost must of course be considered, but the expectations of customers in receivership can be just as important. Moreover, the most important factor in the process of deciding which service provider to choose from.
The quality of service is held in high importance for consumers not only offline but also increasingly online. While online shopping was in its early inception something of a functionary action, the development and increasing intelligence from information gathered on customers is requiring businesses to understand their users to perhaps a greater extent than ever. With so much information available, on historical purchases, actions taken online and items looked at, businesses, online at least, should be able to cater specifically to individuals and provide a customized and bespoke.
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