“Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.”


When Donors Choose (a platform that allows givers to fund the public school classroom projects of their choice) sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn’t receive one.

Takeaway: The organization now works handwritten thank-you notes into their business model, since recipients increase their average annual donation amount by $41, translating to more than $3 million in additional annual donations.


75% of customers believe it takes too long to reach a live agent.

Takeaway: If you offer some sort of live service (e.g., chat or phone), it’s important to get customers to a live person in less than two minutes. Otherwise it creates frustration that can lead to a seriously unhappy customer.


“Today’s consumers do not buy just products or services — more and more, their purchase decisions revolve around buying into an idea and an experience.”


69% of U.S. online adults shop more with retailers that offer consistent customer service both online and offline.


“Ask your customers to be part of the solution, and don’t view them as part of the problem.”


“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”


68% of customers said that a pleasant representative was key to their recent positive service experiences, and 62% said that a representative’s knowledge or resourcefulness was key.


There’s no substitution for knowledgeable, human service.

Takeaway: You’ll be amazed at what happens when you go out of your way to be an available and authentic voice on the other end of the line.