Providing good customer service to all of your customers is key to building your business. Customers who receive excellent service will improve the bottom line of your business by returning to you with repeat business. Four out of five people are more likely to work with a business after receiving good service.
But what happens when you get customer service wrong?
The impact of bad service is much higher, as this infographic shows. Over 95 percent of unhappy customers never complain, and those who do complain will tell up to 15 people about their bad experience.
Yikes! You want to take steps to make sure your customers are happy and your online reputation is positive.
Respond to complaints in a timely fashion. Handle complaints in a professional manner that treats your customer with respect.
As more customers turn to Facebook and Twitter to air their complaints, pay close attention to social media so you can turn a bad experience into a good one. Check out the key takeaways from the infographic for more tips.
The infographic was originally published by Groovv, in a blog post titled “How Customer Service is Impacting Your Bottom Line and Online Reputation”.
If you run a business, customer service should be one of your main priorities. Without any customers, no business would exist. Keeping them happy is the key to running a successful, profitable business.
How Customer Service Can Affect You
- Eighty-one percent of people are more likely to work with a business after good service
- Increasing customer retention by five percent can increase your profits up to 125 percent
- Loyal customers are worth ten times as much as their first purchase on average
- Companies who make customer service a priority make 60 percent higher profits than rivals
Stats the Retail and Restaurant Industries Should Bear in Mind
- It can be up to seven times more expensive to get a new customer than it is to keep a current customer
- Negative interactions spread to two times as many people as positive interactions
- Ninety-six percent of unhappy customers will not complain, while 91 percent will simply never return
- A customer who is dissatisfied will tell nine to 15 people about their bad experience
- Thirteen percent of people will tell 20 people about their bad experience
- Seventy percent of buying experiences are based on the way the customer feels they are being treated
- Repeat customers spend 33 percent more than new customers
- It takes about 12 good experiences to make up for one bad experience
Social Media and Online Interactions
- Just 23 percent of companies provide customer service on Facebook
- Over one million people view tweets about customer service very week. Roughly 80 percent of those tweets are negative.
- Eighty-eight percent of consumers aren’t as likely to buy from companies who don’t answer complaints
- Forty-six percent of people expect brands to offer customer service on Facebook
- Seventy-six percent of consumers regularly use online reviews to determine which business to use
- Customers who feel engaged by companies on social media will spend up to 40 percent more with them than other customers
- Fifty-two percent of consumers trust online reviews just as much as personal recommendations
What steps do you take to improve customer service at your business? Share your experience in the comments.