16 CONSUMERS SERVICE FACTS YOU NEED TO KNOW TODAY

1. 78% CONSUMERS HAVE NOT MADE AN INTENDED PURCHASE BECAUSE OF A POOR SERVICE EXPERIENCE
2. THE PROBABILITY OF SELLING TO A NEW PROSPECT IS 5—20%
3. THE PROBABILITY OE SELLING TO AN EXISTING CUSTOMER is 60-70%
4. ON AVERAGE LOYAL CUSTOMERS ARE WORTH UP TO 10 TIMES AS MUCH AS THEIR FIRST PURCHASE
5. IT IS 6-7 TIMES MORE EXPENSIVE To ACQUIRE A NEW CUSTOMER THAN IT IS To KEEP A CURRENT ONE
6. ACCORDING TO CONSUMERS, CUSTOMER SERVICE AGENTS FAILED TO ANSWER THEIR QUESTIONS 50% OF THE TIME.
7. 94% OF ALL ONLINE RETAILERS PROVIDE EMAIL CUSTOMER SERVICE
8. 27% OF EMAIL INQUIRIES ARE ANSWERED INCORRECTLY.
9. 41% CONSUMERS EXPECT AN E-MAIL RESPONSE WITHIN 6 HOURS
10. 75% OF CUSTOMERS BELIEVE IT TAKES TOO LONG TO REACH A LIVE AGENT
11. EMPLOYEES ONLY ASK FOR A CUSTOMER’S NAME 21% OF THE TIME
12. 24% OF BANGLADESHI ADULTS HAVE REVIEWS ABOUT THEIR PURCHASE
13. RESOLVE A COMPLAINT IN THE CUSTOMER’S FAVOR AND THEY WILL DO BUSINESS WITH YOU AGAIN 70% OF THE TIME.
14. A TYPICAL BUSINESS HEARS FROM 4% OF ITS DISSATISFIED CUSTOMERS
15. 70% OF BUYING EXPERIENCES ARE BASED ON HOW THE CUSTOMERS FEELS ABOUT THEY ARE BEING TREATED
16. BAD CUSTOMER EXPERIENCE.

Bottom Line: Regardless of rate of change in technology, human touch will always be important for customer care. Automating customer service at the cost of human touch might not be the best idea after-all.

(Collected)

Diamu Blog Team