Here are a few interesting (and alarming) customer service facts as a reminder of just how important the entire customer experience is!
- 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service
- Over 50% of consumers would try a new brand or company to get better customer service
- 70% of Americans (and 69% of Canadians) said they are willing to spend more with companies they believe provide excellent customer service
- Over 80% of consumers believe that smaller companies place a greater emphasis on customer service than large businesses
- Consumers in USA and Canada tell an average of 9 people about a good experience but tell 16 people about a poor customer service experience
Because your employees are your front line, it's imperative to ensure they're always putting their best foot forward to provide the best possible customer service. What steps do you take to encourage and motivate your staff members? Let us know!
Source: American Express Survey, 2011