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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 24/7 HOLD CUSTOMER SERVICE THE COST OF POOR CUSTOMER SERVICE On average, U.S. consumers are willing to spend Ą total loss of $338.5 Billion 13% more at a business per year that provides good customer service A loyal customer is worth up to 10x It takes 12 positive service experiences to make up for one negative experience as much as their first purchase of consumers have bailed on an intended purchase (8% because of poor customer service WHAT CONSUMERS WANT Biggest Influence on Company Loyalty Why Consumers Commit to a Brand 33% 36% 55% 73% Reputation Personalized Information 43% Product Quality Friendly Customer 15% Price Experiences Accessibility Service 38% Customer Service 4% Brand Name AUTOMATED MESSAGES THAT DRIVE AMERICANS CRAZY: "What? Another automated system!!" "We're unable to answer your question. Please call XXX-XXX-XXXX to speak to a representative from xxx team." 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%) A three hour "Your call is important to us. Please continue to hold." wait time?!!" 26% 75% say they would do business with a čompany based on positive call center experiences 89% say they don't mind being transferred to soméone who can answer their query more quickly or efficiently WHAT DRIVES CONSUMERS CRAZY? 52% are frustrated by having to repeat information 40% 76% they've already provided say they want feel companies are pushing them to use self-service systems human service 50% 67% say they want a new are frustrated by long communication hold times channel 2012 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. Capital One SIMPLE RÉSPONSE 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 42% of Americans say companies are helpful but do not do anything extra to keep their business 22% of Americans think companies take their business for granted Sources: http://money.msn.com/investing/2012-customer-service-hall-of-shame-1 http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf http://www.financialtech-mag.com/_docum/118 Documento.pdf http://www.1to1media.com/weblog/2009/12/the_cost_of_poor_customer_serv.html http://www.financialtech-mag.com/_docum/118 Documento.pdf http://about.americanexpress.com/news/pr/2011/csbar.aspx https://www.helpscout.net/blog/profiling-the-loyal-customer/ http://about.americanexpress.com/news/pr/2011/csbar.aspx http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ http://about.americanexpress.com/news/pr/2011/csbar.aspx http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ http://www.customer1.com/blog/customer-service-statistics TheConnection. INFOGRAPHIC DESIGNED BY NationalPositions Contact Center Services Profitable Internet Marketing

The Importance of Customer Service

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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...

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