Half a million members creating, sharing and exploring great visual content. Join us!

Header

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

The Importance of Customer Service

shared by InfographicMarketing on May 02, 2013 in Business

The Importance of Customer Service

shared by InfographicMarketing on May 02, 2013 in Business

2K views

2 faves

0 comments

As technology puts business reviews at consumers’ fingertips, so does customer service become a greater priority for business owners. Yet, while an American Express Survey showed seven in ten Americ...
Source: Unknown. Add a source
Rank: 528 of 16579 in Business

Published by

Designed By

Unknown (Claim it!)

Embed Code

Switch to Wordpress Code
Click below to copy
Customize size

Tell your story visually before December 31st and get a free iPad Air!*

The holidays are a great time to tell your brand story. From Black Friday trends and Mobile Shopping guides to the Best and Worst Times to Book Travel and Thanksgiving etiquette, the Visually team will help you craft your brand's unique stories and raise your social profile during the noisy holiday season.


*Requires $10k minimum purchase
s