TVNewser Show TVNewser AgencySpy TVSpy LostRemote FishbowlNY FishbowlDC SocialTimes AllFacebook 10,000 Words GalleyCat UnBeige MediaJobsDaily

Study Finds That Timing is Everything

A study from IfbyPhone, a marketing company focused on “voice interactions,” finds that people don’t like to wait.

Four out of five respondents to a poll of 531 U.S. consumers said they wanted to dump a brand that made them wait too long to speak to someone about a customer service inquiry. Forty-five percent said they would walk away from a brand if it weren’t for the contract.

Part of the problem is that companies seem to be more interested in getting the business than keeping it. The study found that 50 percent of sales calls were answered in less than a minute, but 78 percent of calls from existing customers took longer than that. But 69 percent of respondents said they would be more likely to refer a brand if response time was prompt.

Lessons here:

-Treat your existing customers well, not just to hang on to them, but to gain traction with their friends.

-People still use the phone so make sure someone is there to answer it quickly when it rings.

-Be eager to talk with customers when they are eager to talk to you.

To download a copy of the research, click here.

Mediabistro Course

Storytelling for Media Professionals

Storytelling for Media ProfessionalsStarting April 22, this in-person workshop will teach you the specific ways to incorporate storytelling into your personal and professional life. Students will examine the role of storytelling in business and put their newfound skills into practice with a series of improvisation, writing, and presentation exercises designed to help them uncover personal stories. Register now!