How Customer Service is Impacting Your Bottom Line & Online Reputation

HOW CUSTOMER SERVICE IS IMPACTING YOUR Bottom line & Online Reputation If you run a business, customer service should be one of your main priorities. Without any customers, no business would exist. Keeping them happy is the key to running a successful, profitable business! HOW CUSTOMER SERVICE CAN AFFECT YOU 81% of people are more likely to work with a business again after good service Increasing customer retention by.. 125% 5% .can increase your profits up to 125%. Loyal customers are Companies who make worth 10 times as customer service a priority make 60% higher profits than much as their first purchase on average. rivals STATS THE RETAIL & RESTAURANT INDUSTRIES SHOULD BEAR IN MIND NEW OLD NEGATIVE POSITIVE CUSTOMER CUSTOMER INTERACTIONS INTERACTIONS 7X 2X It can be up to 7 times more expensive to get a new customer than it is to keep a current customer. Negative interactions spread to 2 times as many people as positive interactions. 91% of those will simply never return 96% of unhappy customers will not complain A customer who is dissatisfied will tell 9-15 people about their bad experience 13% of people tell 20 people about their bad experience. 70% of buying experiences are based on the way the customer feels they are being treated ( 12 It takes around 12 good experiences to make up for 1 bad experience 91% of unhappy Repeat customers customers will never spend 33% more than new willingly do business with you again customers SOCIAL MEDIA AND ONLINE INTERACTIONS Just 23% of companies provide Over 1 million people view customer service tweets about customer service every week. Roughly 80% of those tweets are on Facebook 88% of consumers aren't as likely to buy from companies negative who don't answer their complaints 46% of people f expect brands to offer customer service on Facebook 76% of consumers Customers who feel engaged by companies on social media will spend up to 40% more regularly use online reviews to determine which business to use with them than other customers. 52% of consumers trust online reviews just as much as personal recommendations Groovv Sources: http://www.huffingtonpost.com/hulya-aksu/customer-service-the-new-_b_2827889.html http://www.desk.com/customer-service/facts https://www.linkedin.com/pulse/article/20130604134550-284615-15-statistics-that-should-change-the-business-world-but-haven-t http://www.helpscout.net/75-customer-service-facts-quotes-statistics/ http://blog.hubspot.com/blog/tabid/6307/bid/31852/A-Marketer-s-Guide-to-Accumulating-Awesome-Online-Reviews.aspx LIIIIIII