03 Jan Poor Communications Blamed for Losing Customers
- New research reveals that communication breakdown is the main reason businesses lose customers
- Consumer expectations for unified service communication is at an all time high
- Speaking to rude and incompetent staff are the most common concerns
According to new research from ContactEngine, specialists in helping businesses improve their customers’ journey, poor communication is the number one reason why businesses lose customers.
The research was carried out by YouGov and polled more than 7,000 consumers worldwide. Of the UK people surveyed, the study revealed that more than half (56 percent) would never use a company again after just two bad experiences. Of these bad experiences, the top five mistakes made by businesses all point to poor communications:
1. Rude and incompetent staff.
2. Having to repeat queries after being passed between different people or departments.
3. Being told to expected delivery on a specific day, only for it not to arrive.
4. Not acknowledging customer complaints
5. Persistently communicating with consumers even though they “opted out”
Dr. Mark K. Smith, CEO of ContactEngine, commented, “All of the above concerns can be traced to out-dated and inefficient communication systems. Companies need a single ‘view’ of each customer and can then communicate with one voice, giving the customer the best experience possible.”
In the US, an alarming 59 percent of consumer stated that they get most annoyed at a company after dealing with rude staff members. This figure proves that many businesses are underestimating the importance of effective and polite communication with their customers. With rising housing and utility costs cutting into disposable income, retaining customers is crucial for most B2C businesses currently.
“This research provides fascinating insight into the common mistakes that many businesses are making,” said Dr. Smith. “With the advances in technology and social media, consumers are more empowered than ever, and as a result have very little patience for poor communication from companies. Organisations need to realise that how they engage with customers goes beyond performing the service – communication before, during and after the sale is crucial when providing a pleasant customer journey and minimising the risk of losing customers.”
Note to Editors:
All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 2082 adults. Fieldwork was undertaken between 4th July – 5th July 2016. The survey was carried out online. The figures have been weighted and are representative of all UK adults (aged 18+).
ContactEngine is a Cloud based Customer Communication Management Platform specialising in omni-channel communication and outbound call centre automation, allowing global brands to digitally transform the customer journey. Its intelligent automation of customer conversations disrupts the traditional call centre model and targets operational KPI’s harder and faster whilst also significantly improving contact rate and customer experience.
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