Most companies believe they provide their customers something unique. However, such kind of uniqueness may be achieved only by delivering customer service that exceeds expectations and lets you be one step ahead of competition.
According to eMarketer, customer service is one of the key aspects that will affect a sale. Especially this is true for small businesses. They need to put much effort to win new customers and retain existing ones.
Have you ever asked yourself how poor customer service affects your business?
- A damaged reputation. It will be really hard to recover after negative reviews and posts on social media.
- Loss of best employees. When your company offers terrible customer service, this affects not only your customers but also your team. Your best employees who are forced to work harder because of mistakes made by indifferent employees will soon feel dissatisfied and burnt out.
- Your profit drops. This is an inevitable consequence of poor customer service.
There are lots of challenges your company may face due to poor customer service. The following statistics shows real facts of terrible customer service:
- 68% of 18 – 34-year-old consumers have stopped doing business with a brand due to a single poor customer service experience. (Microsoft)
- Companies lose more than $62 billion due to poor customer service. (NewVoiceMedia)
- In the United States, the estimated cost of customers switching due to poor service is $1.6 trillion. (Accenture)
- 85% of customer churn due to poor service was preventable. (thinkJar)
- 44% of consumers take their business elsewhere due to a poor experience. (NewVoiceMedia)
- 82% of customers have ceased business with a company because of a poor customer experience. – (Zendesk)
The best you can do for your business is not to recover after poor customer service but prevent it. This superior customer service checklist will help you to develop the right strategy and get happy customers.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.