Okay this study might be a few years old, but do you think things have changed for the better since 2014? It’s not just me then – here is objective evidence (via a Net Promoter Score study) that customer service in most industries is terrible. Just a reminder – a good NPS score, which reflects the answer to a single, simple question: “How likely is it that you would recommend [brand] to a friend or colleague?”, should be positive.
How do you beat your competitors? Just do a better job of treating your customers well. Sounds like hippy talk? Well Apple has a NPS of +89% and it’s also the highest market cap company in the United States. Go figure.