Focusbari

From “Thanks a lot” to “Sorry”: customer service is changing face and what’s left is how to make the customer feel!

From “Thanks a lot” to “Sorry”: customer service is changing face and what’s left is how to make the customer feel!

New nationwide survey “Customer Experience Stories” by Focus Bari

Focus Bari’s new nationwide survey “CX Stories: authentic customer experiences”, conducted every Spring and Fall, captures authentic customer experiences through real-life incidents. Specifically, in this wave, it is observed:

Experiences are shared and become conversations: Two out of three Greeks consult reviews before making any purchase. Experiences whether positive or negative – circulate from word of mouth, shaping images and decisions.

Positive experiences stand out, negative ones are not forgotten: The good service moments were more frequent, more vivid and associated with care, kindness and human contact. In contrast, the negative ones, although present, focused on indifference, delay or rudeness.

The exceptional experience is not random, it is built and based on 5 pillars: speed, error recovery, exceeding expectations, emotional connection and caring. At the core, understanding the customer and being genuinely caring.

AI helps, but does not replace: Greeks acknowledge the immediacy and continuous availability it offers, but remain wary when the human factor is absent, especially in complex situations…

See the whole presentation of the “CX Stories” A wave 2025 here

 

Digital transition with a focus on people, ethical consistency and transparency: The main demands of Greeks from modern businesses!

New nationwide survey by Focus Bari (issue B):

Focus Bari, in order to capture the current needs of consumers towards the businesses of the future, conducted a survey on behalf of TOTAL BUSINESS entitled: “(Re)Defined: what Greeks expect from the businesses of the future”.

The results of the survey were presented at the conference “The BIG P”, at the Athens Conservatory, with wide participation of businesses and institutions. The findings record the messages consumers send to businesses around seven key pillars of new entrepreneurship. More specifically, in the second issue, they include:

  • Voice with substance: Citizens want businesses to be active participants in socio-political challenges, free from expediency.
  • Ethics & Transparency as a prerequisite for trust: Society demands honesty, ethical values and practical social responsibility from the businesses of the future: employment opportunities, inclusion and accountability.
  • Technology is not enough: Customer experience, employee mental health and inclusion are placed at the heart of business evaluation.
  • Innovation is a one-way street: Citizens support innovation, while asking to maintain the human touch and support for SMEs.

See the whole survey presentation here

Customer Service week survey for HICS

The Annual Survey “CX Stories” by Focus Bari reveals customers views regarding the service they receive and experiences they have with a large variety of organizations.  Through their own narratives customers discuss both their “WOW” and their “OUCH” experiences, helping companies’ teams continuously improve their service.

See the presentation here

Remote working after the pandemic

Is remote work going to continue after the pandemic? According to Focus Bari | YouGov latest survey, two out of five Greeks have worked or still work remotely during the last two years, they find a lot of benefits and drawbacks in working from home, and ideally, they wish for a combination of both remote and office work after the pandemic ends. See the full presentation of the survey results here

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