Customer service is very important to Barbadian consumers, so much so that they would pay more to ensure greater service. At the same time, however, they feel trapped, unable to switch companies if they feel receive poor service. Unfortunately consumers are not always complaining to companies about poor service and are not very vocal online.They are not keeping silent though. They are telling their friends, family members and colleagues about their service experiences, and making decisions about which companies to do business with based on the experiences of others.
These are some of the main findings of our recent survey on customer experience, which asked more than 400 consumers in Barbados about their responses to good and bad customer experiences, how they determine which companies to do business with, and the main reasons why they continued to do business with companies they weren’t satisfied with.
Blueprint Creative and Antilles Economics embarked on this study to provide companies operating in Barbados with data to inform their customer service strategy decisions. With no publicly available data, CEOs, Marketing Managers and other decision makers were forced to rely on data from other countries, which may not always be appropriate. Read on to learn how you can access the data you need to make the best customer service decisions for your business.
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"... dissatisfied customers have a tendency to 'leave brands without saying goodbye'"
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