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Stan Phelps

Infographic: Takeaways from the American Express Global #custserv Barometer

Posted by Stan Phelps on May 27, 2012
comments 0 comments  |  2846 reads

9 out of 10 companies fail to exceed expectations and WOM increases by 67%

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Thanks to Joseph Michelli (newsletter) and Steve Curtin (blogpost) for weighing in on the 2012 American Express Global Customer Service Barometer. Inspired by both, I decided to create an infographic on my biggest takeaways from the study:

infographic american express global customer service barometer


ripple-effectMajor Takeaways:

  1. Only 1 out of 14 consumers believe that companies value their business and are willing to “go the extra mile.”
  2. The Ripple Effect gets wider. Consumers are telling upwards of 67% more people about their customer experience compared to 2011.
  3. Social media users will pay more for premium service (21% compared to 13% for the general public) and they have a much lower tolerance for bad service (80% walked away from a purchase compared to 55% for the general public).

Today’s Lagniappe (a little something extra thrown in for good measure) – American Express looks at customer service as not only a differentiator, but a major drive of market valuation and shareholder value. Here is a great post by Ernan Roman highlighting key ways that American Express goes the extra mile.

About Marketing Lagniappe:

What's Your Purple Goldfish? BookYour experience is now your marketing. How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth? Is your CX sticky? Are you Giving Little Unexpected Extras?

What’s Your GLUE? What’s Your Purple Goldfish?

Buy the book here for $9.95 using this special discount code: GL546Y5S


Republished with author's permission from original post by Stan Phelps.

Stan Phelps

Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of What's Your Purple Goldfish? How to Win Customers and Influence Word of Mouth.
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