Good Customer Service Starts with Listening to Your Customers

Good Customer Service Starts HEAR YE, НEAR YE with Listening to Your Customers Offering an exceptional customer experience can help your company thrive, creating return customers and building lifetime loyalty. How Do You Want 75% Us to Listen? 90% U.S. Consumers Prefer to Resolve Their Customer Service Issues. using the telephone face to face f 47%| 67% .COM online chat 22% 22% social networking site company website or email text message How Are We Doing? Customer Service Experiences usually . EXPECTATIONS 6% 61% 29% Exceed Meet Miss 9 in 10 are more likely to purchase from a company after having a good customer service experience 78% 18% 94% 82% of people refuse to do business with a company that provides poor service have not completed of U.S. consumers think small a transaction or made an intended purchase because of por tell other people about their good businesses are better at customer service customer service than large businesses customer service experiences almost Social Care 51% of consumers currently use social media to communicate with corporations The Future 47% of U.S. social media users actively seek customer service through social media of Customer believe that social media will soon Communication 78% replace or dominate consumer's corporate communication 50%+ only 33% 83% 71% Twitter users expect a response within of Twitter users and 2 HOURS of consumers expecting a social media customer service reply actually received one of Facebook users 24-HOUR expect a 86% of consumers that complained via a tweet would have been happy with a tweeted response response to brand complaints 3X Customers who receive a quick and effective response are 3X more likely to recommend the brand of people receiving a social media Nearly 75% satisfied with it response were SOURCES DISCLAIMER http://about.americanexpress.com/news/docs/2011/AXP_2011_csbar_market.pdf The "Hear Ye, Hear Ye" infographic was designed by http://www.maritzresearch.com/shared-content/Press- 123Print, a leader in printing personalized business and Releases/2011/Are-you-listening-Twitter-users-want-complaints-read-addressed. social communications products, including affordable aspx business printing, sustom business cards. letterhead and holiday greeting cards. Visit 123print.com to learn more. http:/www.conversocial.com/blog/entry/consumer-study-88- less-Ikely-to-buy-from-companies-who-ignore-complaints-in-social-media 123PRINT