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  • Positivity Pays in 2017

    1024 447 Jack Wynn

     

    Almost three quarters of Brits anticipate a more positive 2017 than 2016, which could see an increase in public spending.

    A study by the Institute of Customer Service showed customers are 69% more likely to spend if they are surrounded by positivity, which could lead to good news for businesses as 73% expect this year to deliver more good news than 2016.

    The last year’s controversial headlines polarising public opinion has left many feeling negative, and the Institute of Customer Service poll revealed companies could increase profits by 30% if customers were engaged in ‘friendly conversation’.

    Other factors likely to encourage more consumer interaction and spending were by employees remembering a customer’s name, personalised offers and employees taking longer to understand their needs.

    “Consumers are willing to pay a premium for a genuine and authentic experience,” explained Jo Causon, chief executive of Institute of Customer Service, emphasising that while the business world is currently filled with uncertainty, helping understand employees “could pay dividends.”

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    Jack Wynn

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