What is bad customer service costing your business?
Is bad customer service creating a leak in your business, letting potentially loyal customers slip away?
While some companies see customer service as nothing more than a necessary expense, the data shows that providing great service is as rewarding for customers as it is for your bottom line.
Customer service is the new marketing. The fact is, offering great customer service solutions enabling your customers to easily engage with your organization is not only the right thing, but makes the best business sense in today's market.
Enablx offers a wide variety of complete customer service solutions including call center, IVR and database services geared toward providing customers the opportunity to easily communicate with your business. Enablx offers complete call and contact center services with a host of wide-ranging, complimentary, customer-friendly automated self-help solutions. These hosted live agent and automated solutions are specifically designed and developed with the best interests of the customer in mind.
Let's look at some of the most important statistics relating to outstanding service and its impact on customer loyalty and business growth; the true cost of insufficient customer service programs:
- 86% of customers stop doing business with a company due to a bad customer service experience
- 51% of customers only try to reach customer support only once before giving up on that business
- Keep in mind that companies typically only hear from 4% of dissatisfied and disappointed customers
- On average customers tell 9 people about good customer service experiences
- And 16 (nearly twice as many) people about bad customer service experiences
What do customers really want from any business or service provider?
- 40% of customers claim improved interaction with customer service programs is the key driver for new business
- 73% of customers cited that rude or cumbersome customer service programs were the primary reason to leave a company
Customers want better interactions and competent contact center staff handling their service issues:
- 80% of companies believe they offer stellar customer service programs and deliver superior service solutions
- 8% of customers believe that these same companies do indeed deliver superior customer service experiences
- Recent studies prove that only 10 out of 100 organizations made the cut for providing stellar customer service solutions
- 8 out of 10 customers claim that they would be willing to pay more for improved customer service
- Loyal customers are worth up to 10 times as much as their first purchase form any business
- It is 6-7 times more expensive to acquire a new customer than to simply maintain an existing one
Great customer service offers an immense opportunity for companies that are willing to invest in memorable customer service experiences. Businesses willing to out support the competition and build their business on the element that matters most (loyal customers) will ultimately achieve great success.
If you love your customers and want them to love you back, then you will love Enablx......
Your Customer Service programs should be a pleasure, not an aggravation.
