Click me

11 Ways Bad Customer Service is Burning Your Bottom Line

whyMbad customer service is BURNING your bottom line Expectations are higher than ever 60% of consumers have higher expectations customer service now than they did just 1 year ago for sept oct nov dec jan feb mar apr may What a company believes, is not what the customer perceives 80% 8% Vs. of companies believe they deliver superior customer service of customers actually believe companies deliver superior customer service Unhappy customers are quick to leave 51% 78% said they would only try to reach support once have bailed on a transaction because of a poor experience 89% 44% have stopped doing business because of a poor experience have switched to a competitor because of a poor experience Customers are 4x more likely to buy from a competitor * if there is a problem with service Top reasons why customers switch to a competitor 53% 42% 32% 29% 25% feel rude too poor wait neglected employees many agents staff training on hold Once a customer leaves, they rarely come back 39% of customers avoid vendors for 2+ years after a bad experience 58% will never use the company again High Value Customers are usually the first to go 51* 54% 79high-income customers B2B clients Gen Xers ANGRY customers are silent ASSASSINS for every customer that complains to a company, 26 others remain silent 95% 48% share bad experiences will tell 10 or more people Negative reviews repel customers 86% will not purchase from a business with negative reviews It takes 12 positive experiences to make up for one negative %3D 6-7x more expensive to acquire a new customer than it is to keep a current one U.S. businesses lose $84 billion due to poor customer service $338.5 billion is lost globally What should companies do? Better Interactions Better Training 40% of customers say improved interaction with service employees is their key driver for spending money with a company 73% of customers cited rude or incompetent staff as the primary reasons for leaving Multi-Channel Support 65% are frustrated by inconsistent experiences across channels Consumers prefer assistance over : phone 61% em ail 60% 57% 51% click-to-call support 34% Tive chat online forums THE BOTTOM LINE By 2020, customer experience will overtake price and product as the key brand differentiator. Businesses that grow customer retention rates by 5% see profit increases ranging from: 25%-95 % If you are looking for a cost-effective way to simplify and improve your customer support, then you'll love JitBit. Start your FREE trial at JitBit Sources:$41-Billion-Annually-Due-to-Poor-Customer-Service-93869.aspx Customer Experience Impact Report, Harris Interactive/RightNow, 2011 White House Office of Consumer Affairs by John A. Goodman %2 SS24 %24 83

11 Ways Bad Customer Service is Burning Your Bottom Line

shared by jacobgrant on Apr 08
Did you know 89% of consumers have stopped doing business with a company because of a bad experience. Bad customer service is the fastest way to lose existing customers and deter new ones from ever ...




Royal Jay


Did you work on this visual? Claim credit!

Get a Quote

Embed Code

For hosted site:

Click the code to copy


Click the code to copy
Customize size