Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study:
“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.” (American Express Service Study, 2013)
Trendwatching.com’s point: “When it comes to customer service, it’s not about what consumers think. Great service is about feelings.” I certainly agree. And that’s one of the underlying reasons great service is such a differentiator—doing business with some organizations just makes us feel better.