September 2011: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

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Sep 20, 2011 by Confero Inc.

Customer perception of sincerity makes a big impact on customer satisfaction.   A study conducted by Prime Performance revealed that 87% of bank and credit union call center customers believed that the representative was genuinely interested in helping them. When the customers felt this sincerity, 81% said that they were satisfied with the experienceWhen respondents felt that the representative was not genuinely interested in helping, only 18% of customers were satisfied.

Do consumers want to pay more for healthcare?  In a recent Accenture survey, almost half of U.S. consumers said that they would be willing to pay more for quality customer service from their healthcare insurance providers.

Don’t leave out Millennials when planning your marketing strategy for 2012. Barkley, one of the largest independent marketing agencies in the country, reports that this vital group represents 80 million people and $1 trillion in buying power.

Tagged: customer service, customer satisfaction, retail, banking, healthcare,

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