American express global customer service barometer 2014 india findings

Everybody’s talking about service “Your customers are telling others about their service experiences. In fact, they’ll spread the word to more people than any other country in our study,” says Sanjay Rishi, President, American Express South Asia. “Recommendations from others and a company’s reputation are truly driving consumer behavior, so it’s important for businesses to create good customer service experiences.”

Great service defined “A personal touch is important to almost everybody, as long as you start by effectively addressing the customers’ needs,” says Mr. Rishi. “Customers prefer engaging with service professionals who can handle their request efficiently and without many transfers. Part of our Relationship Care service culture is teaching our customer care professionals to put the customer’s needs first.”

Customers want choice in how they connect with companies “Customers in India are increasingly vocal about their experiences, and choose to leverage multiple channels of communication to express themselves. According to our study, businesses in India need to deliver customer care in a redefined manner and be highly responsive across all channels in order to keep the customer engaged and loyal, or risk losing them,” Mr. Rishi added.