Consumers Will Pay for Better Customer Service from Preferred Brands

A new report from Xerox reveals that over half of consumers would pay more for better customer care from their preferred brands. The State of Customer Service 2015, which surveyed 6,000 consumers in France, Germany, the Netherlands, the United Kingdom and the United States, found that the importance consumers placed on a quality customer care experience was significant among all sectors, countries and age groups. The survey showed seven in 10 of those aged over 71, and even 40% of Generation Zs (aged 16-20) were prepared to pay more to ease the support process. In addition to underlying dissatisfaction, many consumers continue to be both unimpressed and wary of personalization due to privacy concerns. Nearly a third (31%) indicated they don’t want any form of personalization and half of those aged…


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