The State of Customer Service [Infographic]


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86% of customer have quit doing business with a company because of a bad customer service experience.

Today’s infographic demonstrates the power of a positive customer experience for your organization and the negative effect that ignoring customer service can have in the success of your business. Even during a down economy, customers still expect to receive a high quality customer experience, so managing the customer service delivery is critical 100% of the time.

The State of Customer Service

State of Customer Service

(Source: ClickSoftware)

Customer feedback matters!

  • Customers who have a positive customer experience will tell 4-6 different people.
  • Customers who have a negative customer experience will tell 9-15 different people.

81% of companies that consistently delivered an exceptional customer experience outperformed their competition

A customer experience maturity monitor survey showed that 81% of companies that consistently delivered exceptional customer experiences outperformed their competition. In other words, the state of your customer service experience is a strong indicator of the overall health of your business.

The importance of customer service has never been greater than it is today

If you are consistently receiving top scores in customer service experience ratings, the general trend is that your organization will be able to keep more customers acquired, leading to more positive bottom-line business results.

The State of Customer Service [Infographic]

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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