Fragile consumer trust in brands and the growth of online brands such as Amazon and ASOS are forcing companies to radically re-think their customer service practices, according to a new report from futures-based market research company Davies Hickman Partners.
Marcus Hickman, Director, Davies Hickman Partners comments “Companies are beginning to actively monitor, then contact consumers and fix customer service issues, a fundamental shift in their old strategy of letting the consumer do the work. The benefit is expected to be higher trust and repeat purchases. Research revealed 83% of online consumers agreed that they buy more from companies that make it easier for me to do business with them.”
The research, The Big Switch: How customer service is becoming smart shows that businesses who focus on a hard selling strategy are failing as 59% of consumers say they prefer shopping online because no one tries to sell you anything. Only 24% agreed that when they like a brand they stick to it.
Marcus Hickman says “Businesses are realising that good customer service is not something to be avoided, nor is it a sign of failure – in fact, quite the opposite; good customer service is what consumers want. Consumers want simple “Smart Service” which involves monitoring and tracking service issues, and then contacting customers to put things right. It includes much more than outbound text messaging, and increasingly involves using data analytics and sensors in products and processes to identify when something isn’t working.”
The free report The Big Switch: How customer service is becoming smart is available at www.davieshickman.com. Contact Davies Hickman Partners on 05600 439888 or email email@example.com. All news releases can be accessed at their website.
Notes to editor;
• Davies Hickman Partners is an independent futures research, marketing and service consultancy. Advising over 50 of the largest B2C contact centres in the UK and some of the leading B2B technology organisations. Their market intelligence leverages consumer understanding, technology and people to create greater success in sales and marketing. (Clients include BT Global Services, CCA, BBC, L&Q, Vodaphone). For more information on Davies Hickman Partners, please visit www.davieshickman.com
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