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The Case for Customer Service

The Case for Customer Service Communities Poor Customer Service By the numbers 89% of customers Have stopped doing business with a company after poor service. 11% 7 would continue doing business with the same company. 7 X more expensive to acquire a new customer than retain an existing one. Retain a H Cost to Acquire a customer customer News of poor customer service reaches twice as many ears as praise for good service. Bad Good While most 8% companies claim they provide "superior" customer service, 92% 8% only of people agree 20 60 80 100 with these same companies. 15% of customer base 15% average american business loses annually from customer service experience. 3 in 5 Americans (59%) Would try a new brand or company for a better service experience. A customer is 4X more likely to buy Company from a competitor if the problem is service related vs. price or product related. AAAAI Competitor Organizations that integrate communities into customer support 2$ can realize cost reductions up to 50% Community answered support questions cost are less than 5% of technical support agent. Cost 20 40 60 80 100 Sources: http://www.enterprisehive.com/company/resources/white-papers http://www.thenounproyect.com http://www.flickr.com/pho- tos/[email protected]/7721071812/in/photolist Enterprise Hive ENationalPositions Profitable Internet Marketing

The Case for Customer Service

shared by InfographicMarketing on Apr 09
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In order to understand your customers and truly gauge the success of your customer service staff, it is important to put yourself in their shoes. Think as you do when you are the customer and you will...

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