Consumers Abandon Brands that Don't Measure Up
Consistency, not complications required across platforms and locations
MORRISVILLE, N.C., May 7, 2013
MORRISVILLE, N.C., May 7, 2013 /PRNewswire/ -- 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^TM.
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 dramatically change the relationship a
customer has with a once-favorite brand.
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U.S. Consumers expect excellent, streamlined, and efficient end-to-end 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%) or are too complicated (48.35%). More than 75% of
shoppers leave brick-and-mortar stores—and 65.3% leave online
marketplaces—because they couldn't find what they wanted. Ultimately, 51% 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% 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% 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."
An infographic with more information from the OnePoll survey is available at
http://www.redwood.com/infographics/little-big-problems-us Businesses that
want to address their own "little big problems" may visit http://redwood.com.
* In March 2013, 2,000 US consumers were surveyed by OnePoll about their
real-life and virtual interactions with retailers, service providers, and
About Redwood Software
Redwood is Enterprise Process Automation. Our approach to automation is driven
by business requirements to improve process efficiency, agility, compliance
and control. For 20 years we've automated what matters most to our customers.
Through our growing partner ecosystem and Automated Process Packages (APPs),
we deliver Process-as-a-Service solutions with the first enterprise-class
cloud automation platform, RunMyJobs (www.runmyjobs.com).
Our unparalleled ability to connect applications from any vendor or source
makes us the automation partner of choice for the some of the best known names
in IT. Redwood is the only strategic automation partner with SAP® AG. Our
automation suite is also offered by HP to their global customer base.
For more information on Redwood products and solutions, please visit
CONTACT: Jillian Ivey / email@example.com/ 215.806.2951
SOURCE Redwood Software
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