Category: The Importance of Customer Service

Chapter One: The Cost of Bad Customer Service

web design customer service man pressing service button

DID YOU KNOW More than half of Americans have scrapped a planned purchase or transaction because of bad service. IN THE STATS 33% of Americans say they’ll consider switching companies after just a single instance of poor service. FACT Americans tell an average of 15 people about a poor service experience, versus the 11 people […]

    Share

Chapter Two The ROI of Great Customer Service

web design customer service man pressing support button

THE STATS 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service. THE DATA POINT Increasing customer retention rates by 5% increases profits anywhere from 25% to 95% DID YOU KNOW As a group, Millennials are willing to spend the most (21% additional!) for […]

    Share

Chapter Three What Customers Think

web design customer service man pressing service button

DID YOU KNOW The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. 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.” […]

    Share

Chapter Four Power in a Personal Touch

Hands holding cards about website design

QUOTE “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.” FACT 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 […]

    Share

Chapter Five The Social Graph

web design customer service man holding sign

THE BRIGHT SIDE Americans are more likely to post about good experiences (53%) than poor experiences (35%) on social media. Takeaway: While people are more likely to tell others about a bad experience than a good one, when it comes to social media specifically, people are more likely to be positive. DID YOU KNOW The […]

    Share

Chapter Six Customer Service Channels

web design customer service level adjustment knob

FACT Email is still the most commonly used digital customer service channel — 54% of customers have used email customer service channels in the last year. DID YOU KNOW Customers expect businesses to respond to their emails within an hour. IN THE STATS Of all self-service channels, customers make the most frequent use of knowledge […]

    Share

Chapter Seven The Best of the Best

web design customer service We build relationships being wrote on chalkboard

THE DATA POINT The Top U.S. Companies Rated as Giving Excellent Service in 2018: Wegmans H-E-B Citizens Credit Unions Publix Subway USAA Ace Hardware Dollar Tree Aldi DID YOU KNOW In the past five years, U.S. auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth […]

    Share