Customer service statistics enable us to dig deep and understand what makes customers tick. They reveal important information related to consumer behavior, industry trends, and of course, new or existing competition. Understanding the impact that customer service activities have on the bottom line have enabled industry leaders like Apple, Amazon, Zappos, to remain fierce competitors. So what are these companies differently? What sets them apart in the marketplace? It’s simple. They “get” their their customers, and as a result, continuously create a stellar experience for their customers. An experience that is so rewarding that it promotes customer retention and loyalty.
Customer service statistics from 2012
Consider these customer service statistics:
– 86% of consumers will pay more for a better experience
– 89% of consumers began doing business with a competitor following a poor customer experience
– Only 26% of companies have a well-developed strategy in place for improving customer experience.
– US consumers prefer to resolve their customers service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%).
(Source: www.fonolo.com)