Industry Research : US Consumers Share Bad Service Experience More Than UK Counterparts
2018 Top Ranking Performers Present:
New research from NewVoiceMedia reveals that US consumers are twice as likely to share a bad customer service experience than those in the UK; whereas Brits are more inclined to recommend a company following a positive interaction.
Following an inadequate experience, half (49%) of US consumers will tell friends and colleagues not to use the business (27% UK); and thanks to social media, forums and review channels, the modern consumer has a convenient public platform at their fingertips to spread negative sentiment about a business online. NewVoiceMedia, the leading provider of cloud contact center solutions, found that nearly 60 percent (59.3%) of US 25-34 year-olds seek revenge online, compared with 39 percent of their UK counterparts.
Americans are also twice as likely to choose social media as the most effective way of resolving a problem (14% vs 7% UK). For Gen Y and millennials (those aged 16 to 34), this figure soared to 28 percent, with Facebook proving to be the favored social network for interacting with businesses. One respondent explained, "The risk of getting other people's attention will cause the service providers to act quickly". In both regions, women are more patient than men when it comes to bad interactions, yet much more likely to head online to complain about a company (36% US & 19% UK).
However, the significance consumers place on excellent service presents opportunities as well as threats, as organizations can boost their business by getting it right. 71 percent of UK consumers will recommend a company following a positive experience (69% in the US) and 72 percent of overall respondents said that good service had a considerable influence on their loyalty. US customers are more likely to spend more money with the business as a result (42% vs 34% UK).
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAO
FIND OUT MORE!
Jonathan Gale, CEO at NewVoiceMedia, comments, "While it is damaging to a brand when customers tell friends and family if they are dissatisfied with service they’ve received, it’s not nearly as powerful and immediate as those who take their complaints online; particularly as consumers are increasingly turning online to read about others’ experiences before choosing a product or supplier. Over the next few years we expect to see these statistics soar as the younger generation matures.
"Customers want personalized and engaging experiences every time, through every channel. Great customer experience is the critical differentiator and by doing it well, organizations can drive the customer acquisition, retention and efficiency that make leading companies successful".
2018 Top Ranking Performers Present:
Today's Tip of the Day - Network Usage Guidelines
More Editorial From NewVoiceMedia
Published: Tuesday, March 18, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The...