Customers are willing to pay more for excellent customer service in post-Brexit Britain
A recent study conducted by the Institute for Customer Service shows that 21% of UK consumers expect prices to rise as Britain leaves the EU. This figure has doubled in the last six months.
In response to these figures, the ICS has urged British businesses to prioritise customer service as this will help to create sustainable relationships with customers and increase financial performance.
The study goes on to say how consumers would choose to pay an average of 17% more to receive excellent customer service, which the ICS calculates is worth and addition £14 billion in income for British business.
Jo Causon, CEO of The Institute of Customer Service, said: “At a time when the customer feels like the ground is constantly moving beneath their feet, it is down to UK plc to provide much-needed consistency – and this can be done through a relentless focus on customer service.
“We know that an increasing proportion of people are willing to pay more for better service and these new statistics are a testament to that. Customer experience will be everything in the post-Brexit economy. Our research finds that ‘recommendation from others’ and buying from ‘a trusted brand’ both remain crucial factors influencing consumer spending, meaning that businesses who invest in these areas will get the best returns, both now and when Britain formally departs from the EU.”
This is where MSB can help.
Our team has been delivering customer service training to companies for 30 years.
We never deliver the same programme twice - each one is tailored to the needs of the client organisation and utilises the latest, most innovative thinking in this field. It is this approach which saw MSB named the ‘Best Learning and Development Supplier’ by the CIPD in 2015.
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