Social media raises the stakes for Customer 4 Service in India ® in & a = a woul ees) Costa TaNo = TaISSe- KU IA1°] Social Media for Customer Service rosisling)e) than other Asian markets gies Cee service experience can create er evangelists rvice i Good service is ane sit a rising priority y Holme oul OIC) business now more connected and vocal than ever Digitally-savvy Indians More Indians are using Social Media for Customer Service 71, 29. 50: ar eeu Teen ore Nearly yi (0) Colm Mie Mistol) companies have improved their response time CN -TaYoYeiE- Munsee Ay CU BT CNC Other channels used for telling on social media Flt) eae etel aot) CoML UNL od Codey RT (ENCES) social networking sites 1 ecu) OM wen-WnstUlN essa ea (always) face-to-face One emer AC) eae tcec ed eee ea scus) from a company about ES ie a0) eM am MeL) 20: L-(e soa lo) Cte yay On call with customer service san eet INAS RR UT P<, Increasing Focus on Customer Service Sra) Continued willingness to Amongst the Top spend more for excellent considerations for customer service customers to Ce Nolo Meol NT e-10N] ==> tshe) oO SSS o aren Indians are ae eee Ce Cr] willing to spend 22% more —_ ST @| re (ole Neir-(|=} Customers as Evangelists le)ar-lai-\V-Ur-\¢ | Indians would pass on their positive experience to 39 people Customers are your voice Indians most likely to share good service cera Te | ey 401 4 UaTsIE) Japan Hong Kong DL ele ee Reds erickeeneee hee uaa personalization, and prompt response from the companies they deal with Coe Mee aA as eM ROM ae Lae A aI more for great service and share their opinions widely. Ultimately, these oO ee cer nal n Mr. Pradeep Kapur, Senior Vice President & GM, World Service, Asia Pacific. & Head - Global Process Excellence, American Express ee ed ee UN ee