On HelpScout.net, we discovered a terrific infographic that showcases the many ways bad customer service could cost business hundreds of thousands of dollars. More important than dollars is the actual customer: does a company really want to risk losing even one customer due to bad service? As you will see from this infographic, losing one customer leads to much more damage than can be imagined. One customer will tell friends… they will post on social media sites… and they will go to another company and even pay more than before just for good customer service.
A few great points from the infographic:
- Loyal customers are worth up to 10 times as much as their first purchase.
- 78% of online customers recommend a brand to friends and other contacts after a great customer experience.
- 40% of customers say improved interaction with service employees is their key driver for spending more with the company.
Working on—and improving—great customer service involves training, practice and reinforcement. Great customer service agents have managers who motivate them with encouragement and rewards. One final takeaway from the infographic is a wonderful quote that encompasses customer service vitality:
“A customer is the most important visitor on our premises. He is not dependent on us—we are dependent on him.” –Unknown
View the infographic here… And check out the collection of Customer Service Infographics on the Impact Pinterest Board here…
