LONDON, ENGLAND, October 16, 2013 /24-7PressRelease/
-- According to a survey conducted by O2, British consumers demand great customer service. "Customers want easy communication, quick and helpful responses, a great reputation and an up-to-date appearance," says Josh Peace
, Managing Director of direct sales and marketing firm Ventas Central.
In fact, consumers value the importance of excellent communication. 71% of people expect to reach companies quickly and easily, while 20% want to be able to get in touch with a firm via email 24/7 (business-reporter.co.uk). Josh Peace explains: "Some companies make it really difficult for customers to get in touch. You will either end up trying to speak to an automated response rather than a real person on a customer service line or be transferred to FAQs on their website without the possibility of actually speaking to anyone directly." Josh Peace continues: "This may seem convenient for certain companies, but as the figures demonstrate, this strategy simply doesn't work."
Paul Lawton, General Manager of SMB at O2, says: "We believe customers should be at the heart of any business. As the research shows, customer service and the ability to respond and be flexible is a key requirement for small businesses" (business-reporter.co.uk).
About Ventas Central: http://www.ventascentral.com/
The O2 study also reveals that an increasing number of the British public are selecting brands based on their online presence. Nearly two thirds of consumers feel that small businesses with an online and social media presence are up-to-date and forward-thinking, while 46% of people believe that they are customer focused. More than three quarters of those questioned check the online appearance of a company and 25% respond that they would not do business with a brand that has no website at all (business-reporter.co.uk).
"Consistency is the key," insists Josh Peace of Ventas Central in Islington. "It is crucial to demonstrate an up-to-date appearance throughout all channels, online and offline." Ventas Central believe that at every touch point with the consumer a business must leave a positive impression and provide a consistently excellent customer experience. The O2 study shows why this is so important. Two thirds of consumers share their experience with an average of eight friends and family members (business-reporter.co.uk). "Ignoring the importance of customer service can cost a business many potential customers without having been given the opportunity to prove what they are made of," says Josh Peace.
Ventas Central are based in North London and promote and sell their clients' products and services on a face-to-face basis. The firm's sales force introduces Ventas Central's clients' brands directly to consumers by building strong relationships with them. Ventas Central's focus on excellent customer service has led to increased sales and ROI for their clients who have recently asked the sales and marketing firm to expand into further UK markets by the end of 2013.
http://business-reporter.co.uk/2013/08/70-of-uk-consumers-wont-forgive-bad-customer-serviceKeep up to date with Ventas Central's business news on Twitter @VentasCentral, Facebook and
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