The Importance of Customer Service

The Importance of Customer Service

Transcript

The Importance of Customer Service

THE IMPORTANT OF CUSTOMER SERVICE

THE COST OF POOR CUSTOMER SERVICE

A total loss of $338.5 Billion per year

It takes 12 positive service experiences to make up for one negative experience

One average U.S. consumers are willing to spend 13% more at a business that provides good customer service

A loyal customer is worth up to 10x as much as their first purchase

78% of consumers have bailed on an intended purchase because of poor customer service

WHAT CONSUMERS WANT

Biggest Influence on Company Loyalty

43% Product Quality

38% Customer Service

15% Price

4% Brand Name

Why Consumers Commit to a Brand

33% Reputation

36% Personalized Experiences

55% Information Accessibility

73% Friendly Customer Service

AUTOMATED MESSAGES THAT DRIVE AMERICANS CRAZY:

"We're unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative from xxx team." -"What? Another automated system!!" 27%

"We're sorry, but we're experiencing unusually heavy call volumes. You can hold or try back at another time." - "Hello...? Hello...? Hello...?" 27%

"Your call is important to us. Please continue to hold." - "A three hour wait time?!!" 26%

75% say they would do business with a company based on positive call center experiences

89% say they don't mind being transferred to someone who can answer their query more quickly or efficiently

WHAT DRIVES CONSUMERS CRAZY?

52% are frustrated by having to repeat information they've already provided

40% say they want human service

76% feel companies are pushing them to use self-service systems

50% say they want a new communication channel

67% are frustrated by long hold times

2013 CUSTOMER SERVICE HALL OF SHAME

1. Bank of America

2. AOL

3. Comcast

4. Time Warner Cable

5. Dish Network

6. Sprint

7. Wells Fargo

8. JPMorgan Chase

9. Citigroup

10. Capitol One

A SIMPLE RESPONSE

When an organization responded to a customer's negative comment:

46% of consumers were pleased

22% posted a positive comment about the organization

Why did the Consumer Leave?

60% of Americans believe businesses haven't made an effort to improve customer service

43% of Americans say companies are helpful but do not do anything extra to keep their business

22% of American's think companies take their business for granted

Original article and pictures take visual.ly site