Brands Can Exceed Consumers’ Expectations on Social Media
DENVER--(BUSINESS WIRE)--Mar. 14, 2013--
Want to frustrate your customers? Tell them “Your call is important to
us” or “That’s our policy” or “You’ll have to talk to my supervisor.”
These phrases are infuriating customers to the point of loathing,
according to a recent survey conducted by TeleTech
Holdings, Inc. (NASDAQ: TTEC). The global provider of
technology-enabled customer experience solutions surveyed more than 500
people for its “Customer Experience Expectations” study and found major
consumer services like telecom, health care, financial services and
automobile sellers have a long way to go in providing a well regarded
customer experience.
With Facebook becoming more popular than Google, and Twitter sharing
more than 250 billion tweets a year, companies should be listening to
what customers say on social media channels. But, they aren’t. Or at
least they aren’t showing customers that they are listening. Two-thirds
of the survey respondents said they don’t expect any response when they
offer feedback about companies and brands on social media.
“For many consumers, the corn maze of customer service is the most
consistent post-purchase interaction they have with a brand, so to
receive this kind of negative reaction is pretty discouraging,” said Ken
Tuchman, CEO and chairman of TeleTech. “We hope these findings sound a
loud alarm, waking companies to the fact that their daily consumer
interactions are creating a frustrating customer experience that will
hurt their business.”
And, the experience extends beyond traditional telephone customer
services. Only 28 percent of survey responders said they preferred
speaking to an automated response over more traditional live-person
customer service. They even prefer an inept customer service associate,
over an automated choice, if the associate is at least friendly. A
strong majority (63 percent) said positive word of mouth references were
more likely to sway their opinions than any attempt from the company or
brand itself.
The good news is the problem is repairable. More than half the
respondents said that a good customer experience was highly important in
their decision to do business with a brand. The evidence shows that
quality customer experiences can change negative perceptions and
significantly influence people’s decision-making. Friendlier personal
service seems to be the way back into the good graces of most customers.
And, knowing the problem is halfway to solving it.
Want to know more? Take a look at these results and more in TeleTech’s
infographics for the automotive, financial services, health care and
telecom industries.
About TeleTech
For nearly 30 years, TeleTech and its subsidiaries have helped the
world’s most successful companies design, enable, manage and grow
customer value through the delivery of superior customer experiences
across the customer lifecycle. As the go-to partner for the Global 1000,
the TeleTech group of companies delivers technology-enabled solutions
that maximize revenue, transform customer experiences and optimize
business processes. From strategic consulting to operational execution,
our more than 39,000 employees drive success for clients in the
communications and media, financial services, government, healthcare,
technology, transportation and retail industries. Through the TeleTech
Community Foundation, the company leverages its innovative leadership to
ensure that students in underserved communities around the globe have
access to the tools and support they need to maximize their educational
outcomes. For additional information, please visit www.teletech.com.
Source: TeleTech
TeleTech
Investor Contact:
Karen Breen,
303-397-8592
or
Media Contact:
Jeanna Blatt,
303-397-8507