Archive for Customer Satisfaction

Failing at Customer Service? Drive Customers to Call You

According to the 2012 American Express Global Customer Service Barometer survey, the majority of Americans prefer to use the phone to communicate with the companies they do business with. The study statistics show that although technology and digital communications have evolved tremendously over the years, ‘old school’ communication is what we want for our customer service needs.

Quality personal connections still matter most: For issues like product assistance or returns, about 65 percent of customers prefer live phone or in-person assistance. For even more serious matters, that number jumps to 76 percent.Read more »