Customer service is an integral part of any successful business, but many people may not realize just how important it is. Here are 5 facts about customer service you may not have known:
- Customers Will Pay More for Good Service
According to a study by American Express, customers are willing to pay up to 17% more for products and services if they receive excellent customer service. This means that investing in customer service can actually increase your revenue and improve your bottom line.
- Good Customer Service Improves Customer Loyalty
A study by Zendesk found that 82% of customers stopped doing business with a company after a bad customer service experience. On the other hand, customers who have a positive experience with a company’s customer service are more likely to remain loyal and continue to do business with that company.
- Social Media Has Changed Customer Service
Social media has revolutionized the way businesses handle customer service. According to a survey by Sprout Social, 90% of people have used social media to communicate with a brand, and 34.5% prefer social media over traditional customer service channels like phone and email.
- Customer Service Can Impact Brand Reputation
Bad customer service can have a significant impact on a company’s brand reputation. A study by NewVoiceMedia found that U.S. companies lose approximately $62 billion annually due to poor customer service. In addition, customers are more likely to share their negative experiences with others, which can damage a company’s reputation.
- Employee Training is Key to Good Customer Service
Providing excellent customer service requires well-trained employees. A study by McKinsey found that companies that invest in employee training and development have a 37% higher customer satisfaction rate than those that don’t. By investing in employee training, businesses can improve their customer service and ultimately increase their bottom line.
In conclusion, customer service is a crucial component of any successful business, and investing in it can have a significant impact on a company’s revenue, customer loyalty, brand reputation, and employee satisfaction. By understanding these facts, businesses can prioritize customer service and take steps to improve it.
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