Customers Are More Vocal

Consumer research has identified that consumer attitudes are undergoing a fundamental change as a result of the recession.  These “Recessionary Consumers” are more likely to register their needs and expectations and concerns.

They are more likely to use all points of access (voice, email, text, VOIP) versus pre-recessionary consumers.

If you’re not hearing from your customers, you don’t have an open channel.  If you’re touting that, “Customer complaints are down” you run the real risk that you are not listening.  Even worse, your customers most likely have a sense of apathy about your responsiveness to their needs.

With the current economic conditions, fundamental customer attitudes have changed.

They are:

1. More Vocal
   

2. Choosey
   

3. Fickle
   

4. Expect More Personalized Service
   

5. Use Social Media to Pick
   

They Have:

1. More Choices
   

2. More Knowledge
   

3. Have experienced great service, and expect it
   

How We Can Help

1. •Customer Surveys
   

2. •Mystery Shop/ Secret Shop Programs
   

3. •Employee Training
   

4. •Contact US