AccurateLeads: Customer Service Is Both Epidemic and Opportunity

AccurateLeads’ recent study reveals the importance of quality customer service in attracting and maintaining clientele and indicates an opportunity to leverage this shortcoming. The research characterizes poor customer service as a nationwide “epidemic.” The 2012 Forrester’s Customer Experience Index indicates that, in the current year, only 37% of brands received “good” or “excellent” customer experience scores, while the majority, 64% received “OK”, “poor”, or “very poor” .

accurateleads logo AccurateLeads researchers suggest: “This is shocking, especially when considering an estimated $83 billion dollars are lost from US enterprises every year due to defections and abandon purchases as a result of poor customer experiences, according to the Parature Customer Service Blog. In the presence of a suffering economy, no business can afford to lose customers due to less-than-adequate service.”

Analysts suggests that this problem also poses an opportunity. Given that Americans are, on the whole, disappointed with customer service, businesses can capitalize on unsatisfied customers. According to the 2012 American Express Global Customer Service Barometer, approximately nine in ten of Americans surveyed (93%) state companies fail to exceed their service expectations. When a company meets or exceeds customer expectations, rising above the competition can significantly enhance customer retention and acquisition. Notably, 86% of customers are willing to pay more for an improved customer experience (RightNow Customer Experience Impact Report 2011).

AccurateLeads concludes that quality customer service is paramount in bringing in new clients and retaining old ones and shares 4 simple tips on providing it:

Communication – Recognize the value of a good first impression by treating people with courtesy and respect. Respond to customers in a timely manner and check up on them consistently.
Listen – Show genuine interest when listening to customer concerns by creating an emotional connection. Give customers what they want: to be thoroughly understood and feel special.
Knowledge - Demonstrate in-depth knowledge of products and services to secure customer trust and confidence.
Deliver on promises - Only make promises that can be fulfilled; failing to do so compromises credibility.

Eurovision 2013 and Why “What If” Won’t Ever Happen, Not Ever

This year’s Eurovision contest showed promise. Promise of human beings coming together in Europe, maybe across the world. Now, days after Denmark’s Emmelie de Forest, sanging the winning song in the finale, Only Teardrops the idea and ideology still enshrouds Europe. With Azerbaijan launching an investigation into its own voting schema, and an enrage Russian fan base, the Europe of medieval times just doesn’t seem so far off.

Jon Ola Sand, Executive Supervisor of the Eurovision Song Contest - Courtesy Eurovision

ZOA Calls for Israel Commentary on Netzarim Junction Affair

The Zionist Organization of America (ZOA) is calling for the state of Israel to hold a press conference to address a new investigation into what they say is a libelous past report on a Palestinian youth shooting.

A world, a people, outraged by reporting of an incident - courtesy Al Durah Project

EXCLUSIVE: Columbia Sportswear Sends Out RFP

Just in, Columbia Sportswear has sent out a request for proposal (RFP) for entertainment marketing firms to attend a coming campaign to focus on the Columbia Sportswear target demographic. Columbia Sportswear Company owns Columbia, Mountain Hardwear, SOREL, Montrail and the Pacific Trail brands, but according to the request questionnaire the company sent out, the focus will be exclusively for the Columbia brand name.

Ronn Torossian on Brand Angelina Jolie

With Angelina Jolie being lauded as a hero worldwide for her valiant effort to have a preventative double mastectomy, there’s also the BRAND and PR story of Angelina Jolie. Even previous to this, Jolie’s brand has shined – Best-selling PR Book “For Immediate Release: Shape Minds, Build Brands, and Deliver Results with Game-Changing Public Relations” by CEO of 5WPR Ronn Torossian had a section on Jolie.