What Customers ThinkFact
In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.Source: American Express Survey, 2011 Quote When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” - Kristin Smaby, “Being Human is Good Business” By the numbers
According to consumers, customer service agents failed to answer their questions 50% of the time.Source: Harris Interactive The bright side
80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses.
Small companies can differentiate themselves from large competition and win over new customers with great service.Source: American Express Survey, 2011 Did you know?
In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person.
Eliminate unnecessary barriers between you and your customers.Source: American Express Survey, 2011 Fact
What goes into a happy customer experience?Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009
The data point
75% of customers believe it takes too long to reach a live agent.
If you offer some sort of live service (phone or live chat), it’s paramount that you get customers to a live person in 2 minutes or less. Otherwise it creates frustration that can lead to a seriously unhappy customer.Source: Harris Interactive Quote Although your customers won’t love you if you give bad service, your competitors will.”- Kate Zabriskie By the numbers
70% of buying experiences are based on how the customer feels they are being treated.Source: McKinseyBy the numbers
80% of companies
say they deliver "superior" customer service
8% of people
think these same companies deliver "superior" customer service
Decide what metrics are critical to measuring customer satisfaction. Don’t just go with your gut; prove that you provide great service with data. Also, don’t hesitate to survey customers for feedback and measure success that way.Source: Lee Resources Fact
91% of unhappy customers will not willingly do business with you again.Source: Lee ResourcesThe bright side
Resolve a complaint in the customer's favor and they will do business with you again 70% of the time.Source: Lee ResourcesThe bottom line See also:
- Why do marble countertops.