The opportunity for businesses in all sectors to drive more customer-centric business strategies and cultures is enormous. The survey results reinforce a sense of disenfranchisement by customers.
Did you know that:
85% of Customers would have been retained if the Company had acted on a request
69% of Customers would have stayed if a problem had been resolved
55% of Customers would have stayed if preferencial treatment and rewards had been offered
48% of Customers, nearly half, changed brands due to poor service
26% of people say they look at Facebook, Twitter or blogs when learning about a company, compared with 70% who ask family, friends or colleagues.
53% Customer Loyalty is based on the Purchase Experience
Customer loyalty is waning globally. Across all markets and subscriber groups, 39% of people are likely to churn, an increase of more than 20% from the previous year.
On average, just 24% of mobile customers are completely satisfied with their operator.