The Case for Customer Service

The Case for Customer Service Communities Poor Customer Service By the numbers 89% of customers Have stopped doing business with a company after poor service. 11% 7 would continue doing business with the same company. 7 X more expensive to acquire a new customer than retain an existing one. Retain a H Cost to Acquire a customer customer News of poor customer service reaches twice as many ears as praise for good service. Bad Good While most 8% companies claim they provide "superior" customer service, 92% 8% only of people agree 20 60 80 100 with these same companies. 15% of customer base 15% average american business loses annually from customer service experience. 3 in 5 Americans (59%) Would try a new brand or company for a better service experience. A customer is 4X more likely to buy Company from a competitor if the problem is service related vs. price or product related. AAAAI Competitor Organizations that integrate communities into customer support 2$ can realize cost reductions up to 50% Community answered support questions cost are less than 5% of technical support agent. Cost 20 40 60 80 100 Sources: http://www.enterprisehive.com/company/resources/white-papers http://www.thenounproyect.com http://www.flickr.com/pho- tos/84383633@NO8/7721071812/in/photolist Enterprise Hive ENationalPositions Profitable Internet Marketing