What is Bad Customer Service Costing Your Business?
WHAT IS BAD CUSTOMER SERVICE COSTING YOUR BUSINESS? "Customer service is the new marketing" is no longer just a trite turn of phrase – it's the reality. The fact is, great service is the right thing to do, but it also makes good business sense. THE TRUE COST of BAD SUPPORT 86 of consumers QUIT DOING BUSINESS with a company because of a bad customer experience. Keep in mind that a typical business hears from only 4% of dissatisfied customers. said they would only try to reach support ONCE before giving up on a purchase. |% 51 1x On average, consumers tell 9 people about good experiences .. and 16 (nearly twice as many!) people about bad experiences. WHAT DO CUSTOMERS REALLY WANT? 40 73 Better Interactions Competent Staff 40% of customers say improved When asked what their top reasons interaction with service employees were for giving up on a brand, is their key driver for spending 73% of customers cited rude and more with a company. incompetent staff as the primary issue. THE REWARDS of GREAT SUPPORT 80% 78% 8 out of 10 U.S. consumers say they 78% of online customers recommend would pay more to ensure a superior a brand to friends and other contacts customer experience. after a great customer experience. 10x 6х It is 6-7 times more expensive to acquire a new customer than to keep an old one. Loyal customers are worth up to 10 times as much as their first purchase. THE OPPORTUNITY 10% The latest Annual Mystery Shopping Study showed that only 10 of 100 top online merchants made the cut for stellar customer service. 80% 8% BUT OF COMPANIES BELIEVE ONLY OF CUSTOMERS THINK THEY DELIVER THESE SAME COMPANIES "SUPERIOR" DELIVER "SUPERIOR" CUSTOMER SERVICE . CUSTOMER SERVICE. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience they can out-support the competition and build their business around the element that matters most: loyal customers. CUSTOMER SUPPORT SHOULD BE A PLEASURE, NOT A HEADACHE. If you love customers, then you'll love Help Scout. Start your FREE 15-trial at www.helpscout.net SOURCES http://www.rightnow.com/files/analyst-reports/RightNow-Customer-Experience-Impact-North-America-Report.pdf http://www.liveperson.com/connected-customer/posts/ideal-online-experience-what-it-takes-consumers-click-not-abandon http://about.americanexpress.com/news/pr/2011/csbar.aspx http://rantandrave.com/about/press-releases/rapide-research-are-brits-getting-their-just-desserts/ http://www.oracle.com/us/corporate/press/1883120 OHelp Scout White House Office of Consumer Affairs by John A. Goodman http://www.clickfox.com/insights/consumer-surveys/ @helpscout %24
What is Bad Customer Service Costing Your Business?
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