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Redwood Software: Consumers Abandon Brands that Don't Measure UpMay 10, 2013 (Close-Up Media via COMTEX) -- Shoddy customer service, redundant questions, disconnected processes and long waits are causing customers to leave brands in droves, according to a new survey commissioned by Redwood Software, the global provider of Enterprise Process Automation. According to a release, the results emphasize that it's the "little-big problems" that customer-facing companies should be concerned about—the things that may seem inconsequential up front, but build up over time to change the relationship a customer has with a once-favorite brand. U.S. Consumers expect streamlined, and efficient service wherever they go. If they don't get it, they're gone. According to the results, nearly half of potential buyers terminate online purchases because they take too long (49.35 percent) or are too complicated (48.35 percent). More than 75 percent of shoppers leave brick-and-mortar stores—and 65.3 percent leave online marketplaces—because they couldn't find what they wanted. Ultimately, 51 percent of the US consumers surveyed have ended contracts or changed suppliers because of continued service failings. Customer service also came under fire in the survey. More than 61 percent of respondents reported dissatisfaction at having to repeat personal information to an operator after providing that information through an automated telephone system, and 58.85 percent were similarly annoyed when repeating information to multiple people or departments across transfers. Consumer expectations are high, but so is the potential loss for big brands, with these annoyances undoubtedly translating into lost revenue. "It's often the little problems that cause the biggest issues," said Tijl Vuyk, CEO of Redwood Software. "In a time where customer loyalty is dead, brand reputation is critical and speedy service is imperative. Process automation helps businesses achieve efficiency and cost savings, and essentially deliver customer satisfaction. Businesses simply can't afford to keep losing customers this way." Redwood Software provides Process-as-a-Service solutions More information: www.redwood.com www.runmyjobs.com ((Comments on this story may be sent to [email protected])) |