We help our clients understand their customers’ requirements, preferences and aspirations for service, through the structured collection and analysis of customer data. In 2013, McIntosh documented the impact of transaction times on issue resolution and customer loyalty, and a customer’s willingness to recommend a firm. Over 5,000 interactions were observed across multiple industries and over 2,000 surveys were completed. The results were conclusive. For more information on McIntosh’s customer insight research, click here to gain access to our white paper The Relationship Between Handle Time, First Call Resolution, and Customer Loyalty. An simple apology can impact a customer’s willingness to recommend a firm. Apologies do not resolve issues, they do not correct errors, but accompanying problem resolution, they do positively impact the customer’s willingness to recommend a firm. Based on a statistically valid sample of random calls, McIntosh uncovered the following relationship of between an apology and the customer’s willingness to recommend a firm. If loyalty is enhanced by rapid resolution and efficient, frictionless contact handling, what agent behaviors damage loyalty? A review of utility consumer call observations and accompanying surveys results revealed an inverse correlation between specific agent behaviors and customer loyalty. The customer experience and loyalty was diminished when agents: Agents exhibiting any of these behaviors generated loyalty results 25% lower than agents who did not engage in these behaviors. Loyalty was measured by the customer’s willingness to recommend the firm.“A point of view can be a dangerous luxury when substituted for insight and understanding.” – Marshall McLuhan
Our experience within this sector:
Voice of the Customer Experience:
Consulting Insights:
Apology
Customer Irritants