Get Up and Go Marketing Share Dismay at Recent Customer Service Statistics
As specialists in direct marketing, and customer experience, Get Up and Go Marketing was shocked by the findings of a recent study, which claimed many aspects of the modern customer journey are ‘broken’.
The recent study, which focuses on the entire customer journey explores the loss of the customer ‘experience’ that is now evident due to the rise of consumerism and new services. Many customer processes are now depicted as being overly complicated and are subsequently harming the customer experience.
Get up and Go Marketing found a few particular statistics throughout the study extremely worrying. The research found that 21% of sales and customer service executives surveyed feel that have no control of their organisation’s sales networks and overall customer experience. In a company where customer experience is high priority Get Up and Go Marketing want to change the way, agencies interact with their customers, leading by example.
The Accenture Strategy study also found that the majority of customers are already at least 57% through the buying process before they first engage with a company representative. Get Up and Go Marketing state that this failure to communicate with prospective customers is a tremendous missed opportunity, particularly in a developing industry where 58% of those surveyed use social media as a research channel before completing any purchase. Shockingly 49% of those surveyed in 2017 understand that they are drastically failing to deliver on customer service expectations across multiple channels.
Get Up and Go Marketing is a Chelmsford based marketing and sales agency that prides itself on its highly communicative and valued relationships with its customers. Managing Director, Elliot Curtis states “We work hard to regularly connect with our clients to know what they need”. The company believes that the future of the industry lies heavily in face-to-face customer service, and how this is guaranteed to deliver an attentive and personalised service. Get Up and Go Marketing firmly believe that this will strengthen customer relationships with brands and prevent such shocking statistics in the future.
The company leads by example and urges other companies to follow their lead, emphasising that face-to-face customer interaction is a vital part of their business, and should be a primary focus within the marketing and sales sector.