Your customers can be very forgiving people.
They understand that humans manage businesses, which makes the occasional error inevitable.
However, there is one mistake that is completely unforgivable: Bad Customer Service.
If a customer is treated badly they can make a formidable business enemy. The following 10 stats underscore the significance of healthy customer experience:
1) Online transactions are abandoned by 45% of U.S. customers if their concerns or questions are not addressed quickly – Forrester.
2) Customers are 4 times more likely to buy from a competitor if they have a service related problem vs. a product or price issue – Bain and Co.
3) A 10% increase in customer retention can result in a 30% increase in company value – Bain and Co.
4) It requires 12 positive customer experiences to make up for a single negative experience – Parature.
5) 91% of unhappy customers will choose not to do business with your company ever again – Lee Resources, Inc.
6) A dissatisfied customer will share their experience with 9 to 15 people – White House Office of Consumer Affairs.
7) 81% of organizations that measure customer service are surpassing their competition – Peppers & Rogers Group.
8) It is 4 to 5 times more costly to bring in a new customer, than it is to keep an existing one – Lee Resources, Inc.
9) 65% of 1,000 consumers surveyed said they’ve stopped associating with a brand over a single unpleasant customer service experience – Parature State of Multichannel Customer Service Survey.
10) U.S. brands are losing approximately $41 billion every year due to poor customer service – NewVoiceMedia.
These statistics represent just a fraction of the data out that validates the crucial role that good customer service plays within an organization.
Keeping your current customers satisfied is essential for brand management and business growth. So the question is, do you know how your customers would rate the level of service at your company?
In order to diagnose and mend customer service issues, you must be able to recognize the signs of this critical flaw. After analyzing millions of business call interactions, Convirza has observed several symptoms of bad customer service that are much more common than you might believe.
Learning about the signs of poor customer service, and tactics to enhance the customer experience, can fundamentally transform your business and increase your growth potential.