When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service.
For 53% of those tested, receiving great service triggered the same cerebral reactions as feeling loved.*
The takeaway? When it comes to customer service, it’s not about what consumers think. Great service is about feelings.
…There are plenty of new technologies, clever concepts and even trends that could help brands offer better service to consumers. But too few brands understand that amid all this rapid change, the fundamentals of great service remain the same. It’s about the feeling of being recognized. Listened to. Valued and cared for. Continue