9 out of 10 companies fail to exceed expectations and WOM increases by 67%
Thanks to Joseph Michelli (newsletter) and Steve Curtin (blogpost) for weighing in on the 2012 American Express Global Customer Service Barometer. Inspired by both, I decided to create an infographic on my biggest takeaways from the study:
- Only 1 out of 14 consumers believe that companies value their business and are willing to “go the extra mile.”
- The Ripple Effect gets wider. Consumers are telling upwards of 67% more people about their customer experience compared to 2011.
- Social media users will pay more for premium service (21% compared to 13% for the general public) and they have a much lower tolerance for bad service (80% walked away from a purchase compared to 55% for the general public).
Today’s Lagniappe (a little something extra thrown in for good measure) – American Express looks at customer service as not only a differentiator, but a major drive of market valuation and shareholder value. Here is a great post by Ernan Roman highlighting key ways that American Express goes the extra mile.
About Marketing Lagniappe:
Your experience is now your marketing. How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth? Is your CX sticky? Are you Giving Little Unexpected Extras?
What’s Your GLUE? What’s Your Purple Goldfish?