From Around The Web
Customer service is equally important, if not more, as the product or service you sell. In today’s competitive landscape, your business can have an amazing offering, but if your company lacks adequate customer service, you may suffer consequences and lose business to a competitor. Today, now more than ever, consumers have higher demands and take to social media to address customer service concerns. A public display of discontent or frustration can help or hurt your brand, especially considering how quickly viral information spreads.
“Social media interactions between customers and businesses are driving engagement to new levels. Attitudes and expectations are changing, driven by millennials who are placing higher demands on customer service.”
–Nextiva
I’ve seen my fair share of brands come under fire on social media after less-than-pleasant encounters with a brand, don’t let your company be next. If your small business doesn’t have a robust customer service team, don’t worry. This just means that you and your team are the customer service reps. In this case, a little bit of knowledge, awareness and empathy will go a long way.
“Customer service should not be a department. It should be the entire company.”
— Tony Hsieh, CEO of Zappos
Nextiva compiled an excellent list of 100 statistics regarding customer service to help inform you and your team. By listening to and understanding what your clients need and expect, you will have a better chance at growing and retaining your customer base. Give them an experience your competitors can’t.
Below are a few stats that jumped out to me, but I encourage you to read the full article here.
91% of customers who are unhappy with a brand will just leave without complaining.
—Kolsky
88% of consumers are influenced by online customer service reviews when making a buying decision.
—Dimensional Research
Americans will pay 17% more to do business with firms with great reputations when it comes to customer service.
—American Express
90% of consumers expect an online portal for customer service.
—Microsoft
Key Takeaways
1. Today’s marketplaces are incredibly customer-driven
Companies are not only competing for product and price but for customer service as well
2. Consumer behavior is changing
An increasing amount of consumers now expect top-notch customer service and will take their money elsewhere if not satisfied
3. Personalized service demand is growing
Consumers are expecting a more personalized experience from brands and expect customer service reps to know more insights about their previous purchases and engagements
