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December 2, 2009 Consumers Expect Poor Service ExperiencesCustomer Service Expectations Across 10 Industries And Five Generationsby Bruce D. Temkin with Andrew McInnes, William Chu, Rachel Zinser |
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Executive Summary
Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers. Seniors have the highest expectations, except when it comes to technology products. Helping customers resolve issues represents a key moment of truth for customer experience efforts.
This is an excerpt
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