Customer Experience News & Trends

Will charging more for superior service work?

Some big companies known for less-than-stellar service now charge customers more to get superior service. Are customers biting?

Companies such as Time Warner Cable, Apple and American and United Airlines are charging a premium to customers who want such luxuries as 24-hour help from agents, troubleshooting access and priority boarding.

Will customers pay for it? Probably, according to the American Express Global Customer Service Barometer. In that study, customers said they’d pay 9% more for anything from dinner and shoes to cable service and a massage if the customer service from those providers was better than the average.

So should you charge customers more? If you treat all customers well and respect their time, then it might be a good idea to come up with some premium service options.

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