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ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING
January 19, 2018
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Customer Relationship Marketing

News Summary: Significant Brand Damage from Poor Customer Service and Proposed 7-Point Customer Service Bill of Rights

News Summary News Summary

A recent national survey conducted by Ernan Roman Direct Customer Relationship Marketing (CRM) has generated worrisome findings regarding the significant impact of poor Customer Service Call Center experiences on customers.

As a result of these findings, a 7-Step Customer Service Bill of Rights is proposed.

Topline Findings:

Companies are not offering the quality of Customer Service Call Center support expected by customers:

Two-thirds (66.0%) of professionals and almost two thirds (62.3%) of college students rated their recent Customer Service Call Center experience as negative or neutral.

Customer Service Call Center experiences directly impact the customers' relationship with the companies they do business with:

Professionals state that poor Customer Service Call Center experiences negatively affect their:

Willingness to buy from that company: 86.3% versus 72% in 2005.

Perception of that company: 98.9% versus 83% in 2005.

Likelihood to recommend the company to others: 91.5% versus 77% in 2005.

College students also feel that poor Customer Service Call Center experiences negatively affect their:

Willingness to buy from that company: 93.5%.

Perception of that company: 96.8%.

Likelihood to recommend the company to others: 95.5%.

Detailed results from the customer relationship marketing research are contained below.

7- Point Customer Service Bill of Rights

In response to this discouraging data, it's time for action.

The proposed 7- Point Customer Service Bill of Rights below is an attempt to force marketers to respect customer's time and needs or pay a penalty.

There is no reason that Customer Service abuse should not be penalized.

These are radical ideas and long overdue. Please read link below.

Customer Service Call Center Research (click for findings)

Contact Us.. for a complimentary consultation to discuss your needs and how Customer Relationship Marketing may satisfy them.

Consensual / Opt-In Marketing Process(R) (CMO) is a registered trademark of Ernan Roman Direct Marketing

Integrated Direct Marketing(R) (IDM) is a registered trademark of Ernan Roman Direct Marketing

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Customer Relationship Marketing | Creating Integrated Marketing Solutions | Business Market Research & Consumer Market Research | Customer Relationship Management Solutions

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