Alcone Marketing Group – Consumer Lab

The Consumer Lab is the consumer insights and brand strategy group at Alcone Marketing Group, a consumer activation company.

Study: America Suffering Customer-Service Meltdown

So what do all these ticked-off customers do when they stalk off into the
sunset? Some certainly shop online, Hutto says, “and most blame the company–71%
say a bad experience at one store makes them damn the whole chain. But mostly,
they go out and complain and tell friends and relatives what they think about
the company.

~A

MediaPost Publications – Study: America Suffering Customer-Service Meltdown – 12/04/2007
PSST, MARKETERS. MORE THAN HALF your customers hate you.

Well, that may be a little strong, but according to an upcoming report, about 62% of Americans say companies “don’t care much” about their needs. That’s a big increase from 52% in 2004, says Lexi Hutto, senior consultant for Yankelovich in Chapel Hill, N.C. And 67% say marketers care more about selling existing products than really helping the customer, an increase from 58% in 2004.

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Filed under: Consumer, experiential, WOM

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