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).