In the 30 years since the revolution! Czechs have grown into tough! demanding customers who are unforgiving.
And especially arrogance! which according to people is the worst offense of large companies! such as banks or telephone operators. Fraud or lying is a similarly serious foul! while breaking the law is not a problem for most people. Czechs most often solve these and other offenses by going to a competitor! only a fifth of people solve the problem directly with the company.
According to a survey of more than 500 respondents overseas chinese database by Czech technology company Enehano Solutions! arrogant behavior by a company is unforgivable for 64% of people. Surprisingly! out of 11 monitored offenses committed by large companies in relation to customers! arrogance was mentioned most often.
“Large companies often come across as acting coldly or even arrogantly towards customers. However! it is often not so much about the company’s attitude as it is about ignorance of the specific customer and their needs . Employees often do not have sufficient information about the person they are talking to. About what they require! how important they are or how to deal with them!” describes Michal Peška! CSO Enehano Solutions.
High demands of university students
Closely following arrogance! the biggest thorn in how are payments made for ebooks sold? the side of customers is fraud and lies! which over 60% of people will never forgive a company. The survey also showed that university-educated people have significantly higher demands. More than ¾ of them do not tolerate fraud! lies or arrogance of companies. The fourth largest number of respondents (55%) will never forgive a large company for its unwillingness! which is especially important for the inhabitants of Moravia.
Don’t call me again!
For almost half of people! harassment in the form of constant calls from salespeople and other employees is also unforgivable.
” Individual departments of large companies still often use separate systems that do not communicate much with each other. The absurd cases where you negotiate a loan repayment deferral with one person are no exception! only for their colleague to call you in a few days with an offer of another loan!” describes Peška.
The merging of these systems! the unification of customer information and the transfer to the cloud is the most frequent request with which large corporations have recently turned to his company. That is why Enehano’s sales are growing by more than 200% year-on-year! and IDC! in a new report on the development of economic indicators! estimates that global investments in cloud software services will grow by 19% each year over the next five years! while in non-cloud software by only 3%. In 2024! they will amount to 418 billion dollars worldwide.
Will artificial intelligence save companies?
But the problems of companies do not end with the mistakes thailand data themselves. If a Czech customer encounters a similar mistake in practice! most often (31%) they will go to a competitor without saying a word or stop using the product or service altogether. 26% 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 20% of people will complain or resolve the situation directly with the company in question.
The reason for losing a customer is often unclear to large companies! which poses a thorny problem for them. “However! new technologies and complex systems such as Salesforce make it possible to collect data about customers much better and create a so-called customer journey. Thanks to this! it is possible not only to understand their behavior and motivation! but also! when artificial intelligence is involved! to predict a potential problem. For example! to alert the company to the possible transition of the customer to a competitor! and even to propose further steps to prevent this from happening!” concludes Peška from Enehano.
Law! illegality
Surprisingly! breaking the law! which 42% of people consider unforgivable! did not make it to the top five most frequently mentioned corporate offenses. Roughly a third are fundamentally bothered by sloppiness! slow processing of requests! and the absence of a human approach! which is especially important for women. Czechs are very lenient when it comes to system or machine malfunctions; they are unforgivable for only 17% of people.