Never underestimate the power of customer service. It is undoubtedly one of the post dominant marketing tools alive yet companies still provide inhuman levels of service causing us to gawk, splutter and explode into rage. In case you hadn’t figured, this is not an experience that helps retain customers (Orange and crew please take note of this…)
If you’re interested in the numbers I’d chew down on this nice slideshare which shows the importance of embedding a customer first DNA into your company culture.
Here are a few of the stats to wet your whistle:
- It is 6-7 times more expensive to acquire a new customer than to keep an old one
- 59% of customers would try a new brand or company for a better service experience
- 78% of consumers have bailed on a transaction because of a poor experience
- 91% of people that have an unsatisfactory service will share their negative experience with others Read more
