In recent years, Czechs have grown into demanding customers who do not forgive. Especially lying and cheating, which are in people’s eyes the worst possible offenses of large companies such as banks, operators or energy suppliers. A similarly serious “foul” is arrogant behavior and unwillingness. In contrast, most people do not mind breaking the law. Czechs most often solve these and other offenses by going to a competitor, only
15% of people solve the problem directly with the company.
According to a survey of more than 500 respondents by the gambling data korea Czech technology company Enehanomezi, fraud by a company is unforgivable for 6 out of 10 people. Czechs also perceive lying in a very similar way, which 58% of people consider a serious offense. Interestingly, lying and fraud against customers bother more people than breaking the law. This is unforgivable for “only” 41% of people.
Unintentional arrogance?
Arrogance is a bigger problem for customers than breaking the law. 53% of Czechs will not forgive a company for such behavior or actions. Younger people under the age of 26 are particularly sensitive to arrogant behavior. And it bothers men significantly more than women.
“Large companies often come across as acting coldly or even arrogantly towards customers. However, it is often not so much a matter of the company’s attitude as it is a matter of ignorance of the specific customer and their needs. Employees at the branch or when contacting them by phone or online often do not have sufficient information about the person they are talking to. About what they require, how important they are, how to deal with them and what to watch out for,”
describes the director of the Enehana store, Michal Peška.
Don’t call me again.
For almost half of people, the unwillingness of a company or its micro influencers and influencers: which one should i use in my marketing strategy? employees is also unforgivable. 33% of customers are critical of sloppiness, more than a quarter fundamentally resent the slow processing of their requests and the absence of a human approach. Customers are more forgiving practically only when it comes to technical problems. A much more serious thorn in the side is harassment in the form of constant calls from salespeople and other employees. 42% of Czechs consider it an unforgivable offense.
“Unfortunately, individual departments of large companies still often use separate systems that do not communicate much with each other. This is not an exception to the absurd cases where you negotiate a loan repayment deferral with one person, only to have their colleague call you in a few days with an offer of another loan,”
Peška describes and adds:
“It is precisely the merging of these systems, the unification of customer information and the transfer to the cloud that makes it possible to perfectly personalize communication tailored to each customer. The most frequent request that not only corporations have been contacting us with in recent years concerns the transition to complex cloud systems such as Salesforce.”
describes the director of Michal Peška.
But the problems of companies do not end with the mistakes themselves. If a Czech customer encounters a similar mistake in practice, most often (34%) they will go to a competitor without saying a word or stop using the product or service altogether. A quarter of people will share their negative experience with family, friends or acquaintances. Others will write a review or confide in them on social networks or in discussions on the Internet. But what is most important, only 15% of people complain or resolve the situation directly with the company in question.
The reason for losing a customer is often very unclear for large companies, which is understandably a big problem.
“However, complex systems make it much easier to collect thailand data data about the customer and create a so-called customer journey. Thanks to this, it is possible not only to understand their behavior and motivation, but also, when using artificial intelligence such as Salesforce Einstein, to even predict a potential problem. For example, to warn about a possible customer switching to a competitor and, thanks to automation, to propose steps to prevent this from happening. Or to predict which customer it makes sense to offer a loan and which one a different product,”