As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive customer,” a consumer that has less cash, more information and less tolerance for poor customer service than ever before. The study, conducted by UK accounting and business consulting firm BDO Stoy Hayward, found that in the last 18 months, customers have become less loyal, as they realize how privileged retailers are to have their business. In fact, 48% of consumers admitted increasing their expectations over the past two years. Customers are plugged in, with easy access to consumer reviews, detailed technical information and competitive product information.
They have tighter budgets, so they’ve become more discerning in both the products they buy and the service they expect. 74% of respondents in the study said they wouldn’t purchase products and would leave the store if they encountered what they deemed to be poor service.
Are you and your business ready for the arrival of the hypersensitive customer? If not, now is the time to examine your customer service practices and get them in line with the needs of today’s consumer. We receommend a few things – first and foremost is to make a commitment to getting better at taking care of your customers! Make it a strategic prioirity one that has the eye of every executive in the company.
The next is to keep learning and get better at what you do. Here’s a great way to get started: There’s a new customer service book on stores shelves and online resellers that can help you manage this new breed of consumer. When you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at http://whosyourgladys.comWatch the WYG book trailer here: www.youtube.com/whosyourgladys
And you can listen to my interview with Marilyn and Lori Jo as well HERE
