Management consulting company Accenture recently released its ninth annual Global Consumer Pulse Survey, chock-full of bad news for retailers around the world. The company measured the experiences of almost 13,000 consumers in 32 different countries, encompassing ten different industries. The result is a 40-page report containing some very telling insights into what today’s consumers expect from customer service representatives, sales staff and business policies.
The message is clear: customers aren’t happy, and they’re not going to sit back and take it. In what’s been termed the ‘Switching Economy’, today’s unhappy customers are prepared to walk away if they aren’t treated well. However, the report is still good news for customer service professionals who want to up their game: read the warning signs, change your practices, and take this chance to get ahead of the pack.
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