Think Customers: The 1to1 Blog

Jim Bush, executive vice president of world service at American Express, said that customers want and expect good service. "Many consumers say companies haven't done enough to improve their approach to service in this economy, and yet it's clear they're willing to spend more with those that deliver excellent service, suggesting substantial growth opportunities for businesses that get customer service right," he said.

The report also reveals that 91 percent of Americans consider the level of customer service important when deciding to do business with a company, but only 24 percent of consumers believe that companies value their business and 48 percent feel companies are helpful, but don't do anything extra to keep their business. Twenty-one percent believe that companies take their business for granted.

Additional findings in the report include:
• The three most influential factors that help consumers decide which companies they do business with include personal service (98 percent), a company's reputation or brand (92 percent), and recommendations from family and friends (88 percent).

• 81 percent have decided never to do business again with a company because of poor service.

• 52 percent expect something in return after a poor customer service experience, beyond resolving the problem.

• 70 percent of consumers want an apology after a poor experience.

• 59 percent are very likely to speak negatively about a company after receiving poor service.

American Express also surveyed consumers in 11 other countries and found that consumers globally are willing to spend more with companies that offer excellent service. To read the report, go to American Express Global Customer Srvice Barometer.