Relationship Marketing Expert Ernan Roman Introduces 7-Point Customer Service Bill of Rights

A recent national survey conducted by Ernan Roman Direct Marketing has generated important findings which quantify the significant damage resulting from poor Customer Service Call Center experiences. As a result of these findings, Ernan Roman Direct Marketing has introduced a 7-Point Customer Service Bill of Rights.

Ernan Roman Direct Marketing, a cutting edge consultancy in relationship marketing, is proud to unveil its 7-Point Customer Service Bill of Rights. This Bill was created as a result of a national survey conducted by Ernan Roman Direct Marketing to understand the impact of poor Customer Service Call Center experiences. The sample of 360 respondents was comprised of 195 business professionals and 165 college students.

“The objective of this research was to quantify how customers’ attitudes toward companies are influenced by their experiences with Customer Service Call Centers,” said Ernan Roman, President of Ernan Roman Direct Marketing. “The damage from poor Customer Service Call Center experiences is significant. The negative impact on customers’ willingness to purchase and recommend is far greater than anticipated.”

Some key 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.

Negative Customer Service Call Center experiences significantly impact customers’ relationships with the companies:

• Reduced willingness to buy from that company: Professionals, 86.3%; College Students, 93.5%.
• Diminished perception of that company: Professionals, 98.9%; College Students, 96.8%.
• Reduced likelihood to recommend the company to others: Professionals, 91.5%; College Students 95.5%.

“In response to this alarming data, we need a dramatic wake up call for companies. The proposed 7-Point Customer Service Bill of Rights is an attempt to force companies to respect customers’ time or pay a penalty. This is long overdue.”

To see the complete Customer Service Call Center Research Results and proposed 7-Point Customer Service Bill of Rights, please visit Ernan Roman Direct Marketing.

Ernan Roman Background

Ernan Roman is the relationship marketing pioneer who created the Consensual Marketing Opt-In Process and the Integrated Direct Marketing methodology. He is the co-author of the first book on opt-in marketing: “Opt-In Marketing: Increase Sales Exponentially with Consensual Marketing.” The first printing sold out in six weeks.

Ernan Roman has appeared frequently on ABC TV and numerous radio stations to discuss issues facing marketers and consumers. In 2004, he was named to “B to B’s Who’s Who” as one of the 100 most influential people in Business Marketing by Crain’s B to B Magazine. His previous book was “Integrated Direct Marketing: The Cutting Edge Strategy for Synchronizing Advertising, Direct Mail, Telemarketing and Field Sales.”

Clients of ERDM’s strategic marketing consultancy include Microsoft, Walt Disney, Reliant Energy, Bio-Rad Laboratories, Hewlett-Packard, IBM, United States Postal Service, and Starwood Hotels. More information at www.erdm.com.