Quick Phone Response Times Win Customers

Think responding to customer phone calls is less important than in-store customer service? Think again.

According to a 2012 consumer survey conducted by voice-marketing automation company Ifbyphone, customers on hold for more than a minute are less likely to buy from or refer a particular brand. An impressive 59 percent are more likely to buy from highly responsive brands, and a whopping 73 percent of customers are likely to recommend the responsive brands to others.

When asked if customers had ever switched brands due to poor response time, 44.4 percent reported that they had. An additional 33.7 percent say they would have switched brands if there weren’t restrictions.

“If a prospect can’t talk to the right person immediately, your chances for making that sale are dramatically reduced,” says Ifbyphone CEO Irv Shapiro. “These results show that delayed connections not only lose sales, but also seriously jeopardize the company’s ability to generate brand advocacy.”

Few Businesses Consider Response Time

It’s important to set your business apart by making sure your staff responds quickly. The problem is also more widespread than many brands may realize. While 51 percent of sales calls are answered within a minute, only 21.5 percent of customers receive the same treatment. In their last calls, 78.6 percent reported being on hold for more than a minute.

According to Ifbyphone, some companies respond to customer calls within seconds. Radio Shack, grocery chain Wegmans and 7-Eleven all respond within an average of three seconds. Some of the more unresponsive companies include Ikea, Apple and Ruddick Corp (Harris Teeter Supermarkets, Inc.), with Apple and Ruddick Corp taking more than three minutes to speak with their customers.

Leave a Reply

More From Business Management...
Workers

July 23, 2016

5 Reasons To Invest In Employee Training

Training and developing your employees is critical to the future success of your organization and the horticulture industry at large. Here are five reasons why your employees are worth the effort.

Read More
BeeSmart

July 21, 2016

How You Can Get Involved In Research

The Horticultural Research Institute (HRI) supports scientific research and students for the advancement of the horticultural industry.

Read More
Luxflora Flower Run

July 20, 2016

First-Ever Flower Run Was A Big Success, Luxflora Says

Kicking off Cultivate’16 on Sunday, July 10, Luxflora’s first annual 5K saw nearly 150 participants racing through the picturesque Scioto Audubon Park in Columbus under clear blue skies and perfect conditions. It was a great way to start the week, participants said. Congratulations to the winners of the first-ever Flower Run: First Place: Jacob Griffith Gardner Second Place: Mike Goyette Third Place: Jack Ford The top three winners — and all of the Flower Run participants — were showered with flower petals when they crossed the finish line, making for a colorful and fragrant finish to an invigorating experience. “Personally, I would consider it a grand success,” says Luxflora President Rebecca Lusk. “The overall mood was fantastic, from start to finish. There were many high fives and group hugs, numerous duo phone selfies and postings to social media, while participants enjoyed their bananas and bottled water donated by Experience Columbus. Most […]

Read More
Latest Stories
Workers

July 23, 2016

5 Reasons To Invest In Employee Training

Training and developing your employees is critical to the future success of your organization and the horticulture industry at large. Here are five reasons why your employees are worth the effort.

Read More
BeeSmart

July 21, 2016

How You Can Get Involved In Research

The Horticultural Research Institute (HRI) supports scientific research and students for the advancement of the horticultural industry.

Read More
Luxflora Flower Run

July 20, 2016

First-Ever Flower Run Was A Big Success, Luxflora Says

Kicking off Cultivate’16 on Sunday, July 10, Luxflora’s first annual 5K saw nearly 150 participants racing through the picturesque Scioto Audubon Park in Columbus under clear blue skies and perfect conditions. It was a great way to start the week, participants said. Congratulations to the winners of the first-ever Flower Run: First Place: Jacob Griffith Gardner Second Place: Mike Goyette Third Place: Jack Ford The top three winners — and all of the Flower Run participants — were showered with flower petals when they crossed the finish line, making for a colorful and fragrant finish to an invigorating experience. “Personally, I would consider it a grand success,” says Luxflora President Rebecca Lusk. “The overall mood was fantastic, from start to finish. There were many high fives and group hugs, numerous duo phone selfies and postings to social media, while participants enjoyed their bananas and bottled water donated by Experience Columbus. Most […]

Read More

July 19, 2016

Do You Grow Young Plants? Only 4 Days Left To Take Our …

If your operation produces plugs or liners for wholesale growers, please take a few minutes to participate in Greenhouse Grower’s 2016 Young Plant Grower Survey. We know you are very busy and we value your time and input. This survey should only take a few minutes. Greenhouse Grower’s Young Plant Grower Survey has played a key role in building our Top 20 Young Plant Growers list over the years. The information helps us zero in on trends taking shape and the challenges you’re facing as young plant growers. If you have any questions about this survey or you are not the right contact for this at your operation, please email me at [email protected], or please forward the survey link to the appropriate person. We would like to wrap up this survey by July 25, so please take it soon! Thank you in advance for your participation. We value your opinion! » […]

Read More

July 9, 2016

Market The Experience Of Gardening, Minus The Fuss

Greenhouse Grower editor Laura Drotleff says the industry should promote plants and gardening in bite-size chunks that help consumers build skills.

Read More
Grower Education

July 7, 2016

Two Industry Veterans Discuss How To Meet The Challenge…

Two industry players have a conversation on how we can deliver the level of grower education needed to address complex issues associated with production practices and pest management strategies.

Read More
Briscoe White, Growers Exchange

July 6, 2016

The Grower’s Exchange Unlocks The Secret to E-Commerce

In the Internet era, Briscoe and Kenan White knew they had to adapt or die and specialize to survive. Here’s how they took The Grower’s Exchange online.

Read More
Brie Arthur

July 6, 2016

5 Can’t-Miss Events To Watch For At Farwest 2016

Whether it’s classes on biocontrols and gardening trends, or networking opportunities in and around the trade show floor, there’s plenty happening at Farwest 2016 in Portland, OR, in August.

Read More
'Violets Pride' from Week's Roses Downton Abbey Garden Rose Collection

July 6, 2016

6 Key Insights From The Generations Of Flowers Study

Being local and offering expert recommendations are hidden opportunities in the floral business. This was one of six insights during a recent webinar analyzing the Generations of Flowers study from the Society of American Florists and the American Floral Endowment.

Read More
Joe Lamp'l

July 1, 2016

Gardening Personality Joe Lamp’l Will Be Keynote Speake…

Lamp’l, who hosts the PBS series “Growing a Greener World,” will discuss effective ways to build your business and keep your customers.

Read More
Cannabis states 2016

July 1, 2016

Adult Use Of Cannabis On The Ballot In 2016

25 states have legalized cannabis and public opinion is increasingly positive. Here’s where things may be headed as we move toward the fall elections.

Read More
Robert Conrad, Ball Seed Technology Research Manager

June 27, 2016

Ball Premier Lab Wins Medal Of Excellence Award For Its…

Over the past 30 years, the Ball Premier Lab has set the standard for high-quality seed in the industry, earning it Greenhouse Grower’s 2016 Medal Of Excellence for Industry Achievement, for its dedication to advancing seed and helping growers improve their margins.

Read More
North Creek Nurseries lower trials

June 24, 2016

North Creek Nurseries Is A Finalist For 2016 Operation …

North Creek Nurseries in Landenberg, PA, is one of three finalists for Greenhouse Grower’s 2016 Operation Of The Year award and winner of the Excellence In Sustainable Production award for 2016.

Read More
Vic Frey, Kurt Weiss Greenhouses Feature

June 23, 2016

Vic Frey Named A Finalist For 2016 Head Grower Of The Y…

Vic Frey, a finalist for the 2016 Head Grower of the Year and recipient of the 2016 Excellence In Production award, was always willing to trial and experiment with the latest technology. He loved the constant change in this industry, and turned every opportunity into a teaching moment.

Read More
Albert Grimm, Jefferys Greenhouses

June 19, 2016

Albert Grimm Named A Finalist For 2016 Head Grower Of T…

Grimm, winner of Greenhouse Grower's Excellence in Outreach and Leadership award, is always willing to listen, continuously learn, and improve. He is a role model and empowers his employees to strive for excellence.

Read More
Practical Software Grower Vertical

June 18, 2016

Practical Software Solutions Increases Accessibility, E…

Practical Software will demonstrate Grower Vertical, its customizable and scalable enterprise management system for the horticulture industry, at Cultivate’16 in July.

Read More
Ornamental kale field at Sunlet Nursery

June 17, 2016

Sunlet Nursery Named As Finalist For 2016 Operation Of …

Sunlet Nursery in Fallbrook, CA, is one of three finalists for Greenhouse Grower’s 2016 Operation Of The Year award and winner of the Excellence In Community Leadership award for 2016.

Read More
The-Capitol

June 14, 2016

Fate Of H-2B Program A Hot Topic On Capitol Hill This W…

Following a Senate hearing on the economic impact of the H-2B Program, the House Appropriations Committee was scheduled to take up its own version of a funding bill this week.

Read More
[gravityform id="35" title="false" description="false"]