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  • American Express Releases Statistics on Customer Experience

    Posted: Monday, February 4, 2013

    by PhonePRO

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Did you know that 7 in 10 consumers say they will spend 13% more with companies they believe to provide excellent customer service? According to a recent survey conducted by American Express, some indicate they will even spend up to 22% more at a business they feel really is concerned about customer care. When polled as to why they would choose to pay more, 35% of poll respondents report that aside from increased convenience, these companies have truly “earned” their business by going the extra mile. The extensive American Express data findings also reveal that in the United States alone (and countries around the world were polled in this report), 48% of customers were likely to recommend a business or tell their friends and associates about their experience based on a positive interaction, while 56% of respondents were likely to report a negative experience to others. In other words, customer service counts. Do it badly, and your business will suffer the consequences, however disproportionate to the original incident. That’s powerful stuff.

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