Some 70 percent of Americans
are willing to spend as much as 13 percent more with companies that provide
better service, according to a recent survey by the American Express Global
Customer Service Barometer.
That number is up
substantially from 2010, when nearly six in 10 Americans (58 percent) said they
would spend an average of 9 percent more with companies that deliver great
The survey also found:
– Senety-eight percent of consumers have
bailed on a transaction or purchase because of bad service.
– Three in five Americans
(59 percent) would sample a new company if they thought it offered better
– Americans tell an average
of nine people about good experiences, and as many as 16 people about poor
– Nearly two-thirds of
consumers feel companies aren’t paying enough attention to service—but four in
five respondents (81 percent) thought that smaller companies place a greater
emphasis on it than large ones.
– Some 56 percent of Americans
have lost their temper with a customer service professional.
– Customers who
have a positive service experience singled out friendly representatives (65
percent) as well as people who are ultimately able to solve their concerns (66
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