However, the significance consumers place on excellent service presents opportunities as well as threats, as organizations can boost their business by getting it right, even turning complainants into advocates by prioritizing the service they receive through other channels. NewVoiceMedia offers social media routing through its cloud contact center solution ContactWorld which integrates with salesforce.com and enables agents to identify callers with specific social media data before their call is answered, and prioritize accordingly.
Seventy percent of respondents said that good service had a considerable influence on their loyalty and 69 percent would recommend the company to others. Half would use the business more frequently and 42 percent are prepared to spend more money with them.
Jonathan Gale, CEO at NewVoiceMedia, who commissioned the research, comments, “Not long ago, customers would tell friends and family if they were dissatisfied with service they’d received. While this is damaging to a brand, it’s not nearly as powerful and immediate as customers 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, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful.”
Shep Hyken, customer service expert and New York Times bestselling author, adds, “Give customers a positive experience and they reward you with loyalty. Fail and you risk being one of the companies that collectively has lost $41 billion when customers switched to a competitor.”
Hyken and NewVoiceMedia will be hosting a webinar on January 27 to review critical findings from the research, exploring why over $41 billion of revenue is lost each year due to poor customer experiences, and how this can be prevented. Register here and download the research paper at www.newvoicemedia.com
About NewVoiceMedia
NewVoiceMedia is a leading provider of true cloud contact center and voice solutions, enabling businesses of all sizes to deliver a personalized and unique customer experience, quickly and securely. Customer service is the lifeblood of any organisation and NewVoiceMedia’s ContactWorld for Sales & Marketing and ContactWorld for Service make every customer interaction a great experience.
Service availability and security are critical attributes of the cloud. NewVoiceMedia guarantees 99.999% service availability, and transparently backs that up with a Trust Site (http://www.newvoicemedia.com/trust ), which offers real-time data on how its services are performing.
Established more than 10 years, NewVoiceMedia has 200+ customers in 40 countries on five continents covering most industry sectors. Customers include Topcon, PhotoBox, DPD, Lumesse, QlikTech and Cunningham Lyndsey.
For further information, please visit www.newvoicemedia.com .
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