A survey by telecom giant 02 has shown that 70% of people will not forgive a business following a bad customer service experience. However, perhaps more importantly, it also revealed that two thirds of consumers will share their experiences with an average of eight friends and members of family, the snowball effect can be unforgiving.
The study showed that British consumers truly value the importance of quality communication, 71% expecting to reach companies quickly and easily, while 20% felt they should be able to contact a company via email 24 hours a day.
It's sometimes overlooked that customers should be at the heart of any business. As the research shows, customer service and the ability to respond and be flexible is a key requirement for small businesses.
Increasing numbers of customers are now selecting companies based on their online presence. Almost two thirds of consumers feel that small businesses with online and social media presences are up-to-date and forward-thinking, while 46% feel that they are customer-focused.
If you as a consumer have had a experiences, good or bad, we want to hear. We provide a platform to air your views publicly.
