Ask 100 people and you're likely to get 100 stories about bad customer service. From that hour-long phone call with a customer service rep that ended with an unanswered question, to the waitress who ignored your table in an upscale restaurant, poor service can leave us feeling frustrated and undervalued.
As a result, many Canadians have decided to take action against poor customer service. According to a recent global study conducted by American Express, roughly one quarter (24%) of those surveyed feel that companies take their business for granted. In fact, in the past year, three in five (61%) consumers say they intended to conduct a business transaction or make a purchase, but decided not to thanks to a poor service experience.
Businesses should take note. Not only are consumers spending less with companies exhibiting poor customer service, but 63% of them are talking about their bad experiences. On average, a customer will tell 21 people about his or her bad experience, in comparison with only 13 about a good experience.
"Social media has given consumers a voice. I often use my social media channels to express the experiences I have had with a brand. If something is exceptional, I will go out of my way to tell others about it." according to Lisa Ng, co-founder of popular website The Hip + Urban Girl.
"Not only do I talk about my experience to my network of friends and family, but I'm less likely to return to that brand. Excellent customer service seems to be something that is rare. When I come across a brand that values customer service and makes me feel appreciated I'll go back."
What's interesting is that of the consumers who are willing to spend more, 49% of them are willing to spend more with a small business in comparison to a large company.
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