Personal touch is still the best

When consumers need to air their grievances to a company, they still prefer to rant over the phone than send an e-mail. A survey by Pitney Bowes revealed that 82% of respondents prefer to make enquiries or complaints by telephone.

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By  Zoe Moleshead Published  June 17, 2001

When consumers need to air their grievances to a company, they still prefer to rant over the phone than send an e-mail. A survey by Pitney Bowes revealed that 82% of respondents prefer to make enquiries or complaints by telephone.

“A company can ignore an e-mail, but it cannot ignore a human voice on a phone,” commented Butler Group analyst, Ian Charlesworth on the more effective use of the phone.

60% of respondents also claimed they were happy to get marketing information provide they could dictate the time, place and format of information.

“While organisations are busy trying to build up loyalty schemes to encourage repeat business, customers just want a short, sweet transaction with an end in view,” added Pitney Bowes vice president, Meredith Fischer. “To that end it is important that companies target not only who they contact, but how they contact them.”

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