Customer Service Matters

24 CUSTOMER SERVICE MATTERS Bad customer service can be a killer 78% Poor customer service caused 78% of customers to cancel a transaction or not make an intended purchase. Most businesses only 4% I hear from 4% of their unsatisfied customers. 12 positive experiences make up for 1 unresolved negative experience. - Loyal customers are worth It is 6 times more expensive to gain a new customer than to retain an existing one 10 times more than their first purchase 10 times more... O times more... 100 more likely.. to share a bad customer service experience 60% NEW would try a new brand or company to have a better experience. PRODUCT 80% agree that smaller business take more care in tems of customer service than larger ones. 70% 70% of customers make purchases based on how they are being treated 91% 90% (86% say they would pay more for superior In 2011, 86% of customer stopped doing business with of unhappy customers will not do business again customer service willingly a company due to bad customer service. Who Reviews? 67% 85% say they read the reviews of local businesses NEW 67% say they read 6 85% reviews or less when determining if they trust a business or not. 72% 72% of local businesses still use word of mouth as a primary source of recommending a business 79% 21% 79% trust online Only 21% said they do reviews as much not trust online reviews as much as personal as personal recommendations. recommendations. 54% 54% would recommend a local business if they had a good offer or a discount. Social Media and Customer Service 53% of small businesses use social media as a platfom for customer service 53% 8+ 14% of Tweets are 14% targeted at major brands 67% 33% (24 have used a company's would prefer to contact a company on their social media accounts rather than social media site for service use the telephone. Only 36% claim that their customer service claims on social media were resolved quickly and effectively 36% radaris Sources: "Understanding Customers' by Ruby Newell-Legner larchedigitalmedia.com marketingcharts.com radaris.com conversocial.com parature.com SALE