American Express: Consumers Empowered by Social Media

Nine out of ten of Americans surveyed said that companies fail to exceed their service expectations, while one out of two respondents walked away from an intended purchase in the past year because of a poor customer service, according to a new survey from American Express.
U.S. consumers are growing more frustrated with customer service and an increasing number of them are talking about both their positive and poor service experiences with friends on social media websites. Instagram is a growing platform with more and more people joining the social media site daily. People are able to get their voices heard through getting more followers and then voicing their frustrations. An instagram growth service can help people along the way. There are also social media automation tools for businesses who are interested in reaching their customers. For example companies similar to KENJI helps businesses with audience engagement through the use of automation.
The 2012 American Express Global Customer Service Barometer also found that consumers who have used social media for service “wield the greatest amount of influence.”
These savvy consumers tell significantly more people about their customer service experiences, and they spend 21 percent more with companies who deliver excellent service – compared to 13 percent on average, the survey found.
The survey, which was conducted in the U.S. and ten other countries, found that 93 percent of Americans said companies failed to exceed their service expectations.
Fifty-five percent said they abandoned a purchase because of poor customer service.
The most popular ways consumers address service inquiries continue to be speaking to a live representative (either on the phone or face-to-face), and through a company website or e-mail.
Moreover, one in five consumers (17 percent) say they’ve used social media at least once in the last year to obtain a customer service response. This is part of the reason why companies are striving to improve their followers count on sites like Instagram. You can see more details here about why it might be worth businesses seeking help from Buzzoid in doing this.
“Delivering outstanding service creates impassioned advocates and can serve as a powerful marketing weapon for companies,” said Jim Bush, Executive Vice President, World Service, American Express. “For example, consumers who have used social media for service in the last year are willing to pay a 21 percent premium at companies that provide great service.”
They also tell three times as many people about positive service experiences compared to the general population, Bush said.

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