The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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Why consumers don't rely on social media for customer service

Why consumers don't rely on social media for customer service | The Insight Files | Scoop.it

Consumers use a variety of channels for customer service, and while social media may be another option, some feel it takes too long to address issues and has limited functionality. Research from Boston Consulting Group revealed that among the 65% of internet users worldwide who never use social media for customer service, one-third says it is because it takes too long to address issues. Additionally, 32% of internet users worldwide said that using social media for customer service provides limited functionality and 30% said it is no feasible for complex tasks. When it comes to customer service, many consumers prefer traditional channels, like a phone, to communicate with a company. Find out more.

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Warmth, positivity and energy: fostering a 'distinctly Australian' service style for guest satisfaction

Warmth, positivity and energy: fostering a 'distinctly Australian' service style for guest satisfaction | The Insight Files | Scoop.it

"Tourism builds social capital as it spreads jobs across the economy from students to highly paid tourism CEOs. It connects people from different cultures with one another through service interactions.


But this last role requires a quality interaction. It should be an interaction that leaves the visitor feeling enriched or engaged with the place they are visiting. In an age of instant social media, it is now even more important. A dissatisfied customer tells between 9 and 15 people on average says a consumer affairs study from America. But if they tell TripAdvisor, that can become tens of thousands very quickly."

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The importance of building trust with your customers

The importance of building trust with your customers | The Insight Files | Scoop.it

When a customer has a problem, the experience of resolving the issue has a profound impact on future purchases. This effect has been amplified as social media and web review sites enable customer service experiences to be widely shared with friends, colleagues, and the general public. This report - based on a survey of 1046 individuals who have had experiences with the customer service of a mid-sized company - has quantified the long-term impact of customer service on business results. The survey clearly demonstrates the dramatic impact of customer service on the buying behaviours among customers, with good customer service being shown to result in increased personal and business purchases while bad customer service drives customers to find alternatives. Furthermore, customer service has a long-term impact on buying decisions, with customers continuing to be affected years after the initial interaction.

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LAX takes an innovative approach to enhancing customer experiences - therapy dogs to reduce passenger stress

LAX takes an innovative approach to enhancing customer experiences - therapy dogs to reduce passenger stress | The Insight Files | Scoop.it

"Brian and Finn are one of 30 PUP volunteer-and-pet teams that have joined LAX’s customer service efforts to enhance the passenger experience.  PUP volunteers and their dogs roam airline boarding-gate areas, greeting passengers and helping reduce travel anxiety."

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