Customer service is about much more than a simple transaction or brief encounter. Businesses must be aware of the entire customer experience and its impact on the company. Check out these customer care statistics in the form of a helpful infographic!
Customer satisfaction should be every company’s top priority. To truly appreciate the importance of creating a positive experience at every touchpoint, it is helpful to calculate the lifetime value of a single customer. Often, a company earns more profit on a customer’s repeat sales than on the initial purchase. The ideal customer journey begins with a positive first impression, and develops into long-term loyalty and word-of-mouth referrals to new customers.
Conversely, a dissatisfied customer may not express their disappointment directly. However, studies have shown that an unhappy customer may tell as many as 9 to 15 other people about their experience. Once a customer has a negative experience, it may require up to 12 more positive experiences before their overall feeling of satisfaction returns.
One important driver of customer satisfaction is frequent person-to-person communication, which allows a healthy long-term relationship to develop. In fact, 79% of customers prefer to speak to a live person over the phone when they have questions or need assistance. This is why many organizations, large and small, have chose to leverage our customized customer care call center solutions.
Please see the infographic below for more customer care statistics and helpful tips in regards to your customer experience.