Let me throw out some numbers: 55%, 66%, 92% —-Whew, I am glad that is out of the way!
Now for context,
55% of customers chose a business because of a reputation for great customer service
66% said improved customer service would encourage increased spending
92% said they would be willing to go back to a company after a negative experience if they either;
Received a follow up apology/correction from a supervisor/head office,
Were offered a discount OR
Were provided proof of enhanced customer service.
All of this data comes from the 2010 Right Now – Customer Experience Report for North America which I’ve posted previously (just in case you missed the opportunity to download it – here it is)
I share these specifics today as a reminder that:
Customer Service is Marketing and Brand
Service does deepen customer spend and cross-sell and
Customers are forgiving for those who
- offer a genuinely apology,
- fix the problem, and
- acknowledge the impact of the problem to the customer
Which part of that reminder did you need to hear today?
