Christine Barney|Nov 13, 2013

This year’s Global PR Summit is once again a catalyst for spirited dialogue about the success or failure of the public relations industry. Communicators from around the world, hailing from organizations of all types and sizes, are sharing their stories. While their languages and cultures may be different, their communications challenges are universal.

In this whirlwind of debate, rbb chose to release its second annual Breakout Brand study, “The Service Factor” on an area of concern for all: the customer service experience.

This year, we surveyed thousands of consumers to find out just what it takes for a brand to build on or break the emotional connection that drew a customer in the first place.

We found today’s bold new consumers extremely eager to reach out over product/service problems, and in most cases they end up disappointed with the outcome and determined to share that experience with others.

The study provides insights into consumers’ expectations regarding speed of response, truth of company claims and quantifies the lost revenues from abandoned purchases or lost sales.

We also included our second listing of consumer choices for the top ten Breakout Brands in the United States. These are brands who put the customer first, create the future through innovative products and services and communicate with soul.

Click here to see the Breakout Brands: The Service Factor.


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