Today’s technology is making our world more and more transparent, giving consumers more power and control in our current market place.
The birth of Social Media has been an influential factor in this power switch. Today’s consumers are now fortified and armed with the latest mobile technology, assisting them in their shopping endeavours.
Our society is blessed with the ability to have access to a galaxy of intuitive applications from product price comparing, product reviews all the way to applications that allow you to purchase directly from the app without ever needing to leave your office or home. This technology is exciting and extremely useful for those of us who have little time between juggling home life and a chaotic work schedule. However, on the other than this technology makes it increasingly harder for businesses to stay competitive.
Below Erik Miller, JEM Marketing & Fulfilment Services Ltd. Web & Business Development Manager has scoured the internet and created an in-depth list of facts, to demonstrate why Customer Service is extremely important if a business wants to be successful.
-82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly (Survey: What Customers Expect When it Comes to Customer Service, LivePearson 2013).
-62% of organisations view customer experience provided through contact centres as a competitive differentiator (Global Contact Center Survey, Deloitte 2013).
-By 2020, customer experience will overtake price and product as they key brand differentiator (Customers 2020 Report, Walker 2014).
-83% of consumers require some degree of customer support while making an online purchase (Survey: What Customers Expect When it Comes to Customer Service, LivePearson 2013).
-A Customer is 4 times more likely to defect to a competitor if the problem is service-related than price or product related (Bain & Company, 2012).
-Companies that prioritise the customer experience generate 60% higher profits than their competitors (Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy).
-A 2% increase in customer retention has the same effect as decreasing costs by 10% (Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy).
-For every customer complaint there are 26 other unhappy customers who have remained silent (Lee Resource Inc.).
-91% of consumers expect to receive consistent information over multiple customer contact channels (Synthetix, “7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,” 2012).
-89% of consumers are ‘more satisfied’ when they get answers online quickly (Synthetix, “7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,” 2012).
-1 in 5 consumers prefer online chat over any other communication method (LogMain and the e-tailing group, “Fourth Annual BoldChat Live Chat Eﬀectiveness,” 2012).
-51% of consumers are more likely to purchase from a website if they could get answers via chat (Survey: What Customers Expect When it Comes to Customer Service, LivePearson 2013).
-71% of consumer are more satisfied with live chat compared to email and phone combine (61%) (Survey: What Customers Expect When it Comes to Customer Service, LivePearson 2013).
-37% of consumers abandon their shopping baskets due having a question and being unable to find the answer (Survey: What Customers Expect When it Comes to Customer Service, LivePearson 2013).
-50% of smartphone users want to resolve their issue on a smartphone app (SpeechCycle and Echo Research Study).
-According to a CEI Survey, 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations (Forbes, 2013).
-More than 60% of consumers are influenced by other consumer’s comments (Social Media for Customer Service, ClickFox, 2011).
-It takes 12 positive experiences to make up for one unresolved negative experience (Understanding Customers,” Ruby Newell-Legner).
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