Lets start by saying that customer service has always been key factor to drive repeated business and build customer loyalty.
What has changed in recent years is the communication vehicle the customer has adapted to voice their demands. The companies that successfully reinvent, are taking their customer service departments to the next level, lowering costs, reducing response time and solving issues publicly. The companies that refuse to become social are ignoring those claims and failing to see greater business opportunites.
This Infographic from Ambassador shows how the customer has established new rules and expectations for customer care and how new behaviors have been adapted.
But the consumer is not only expecting easier and faster solution to their concerns, they also compensate with their loyalty.
Here are some of the most interesting facts presented:
- 33% prefer to contact a company via social media than by phone
- 48% will leave the company website if they don’t receive assistance
- People that receive good service will spend 21% more
The recommendation engine is also affected by customer service:
- 71% of customers that receive good service are likely to recommend that company
- While only 19% of customer with a bad experience will still recommend it
Customers will always have issues with products and services, the difference today is that those concerns are voiced through social media and, if you’re smart, you’ll see this as a great opportunity to increase business and build loyalty.
Now let me ask you…
No matter how big or small your company is, how are you changing your customer service strategy? Share your experience in the comments below.
Infographic courtesy of Ambassador.