18 Facts Proving Why Customer Service will either Make or Break Your Business

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.

Quick Facts:

-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).

Contact our team at JEM.

 Enquire today, and discover how we can help

Please Call 01483 20444

Read how JEM can optimise your ecommerce success.

By Erik Miller

JEM Marketing & Fulfilment Services Ltd.
The Invisible Link- Between your business and its customers
www.j-e-m.com 

eCommerce Fulfilment Solutions by JEM

Online Trading Made Easy

Regardless if you’re just starting your own online retail store, eBay & Amazon shop, or you’re looking to accelerate growth, our experts can provide you with years’ of hands-on experience of delivering bespoke eCommerce solutions across Europe.

  Our eCommerce Solutions Include:

•  Real Time Payment Processing

•  Full Service Web eCommerce Store

            -We can develop and maintain a web eCommerce store to your specifications

-We can integrate our eCommerce platform with your existing website. Which will allow you to start trading with all major credit and debit cards. JEM manages all transactions for you, leaving you free to focus on your core activities for growth.

The benefits of our eCommerce solutions are aimed to provide you and your business complete control transparency that include:

•  Request Controls

•  Order Confirmation

•  Order Transaction History

•  Stock Availability

•  Image View Reporting

Additionally, you have the ability to use our eCommerce fulfilment service for internal stock orders within companies, enabling staff to order point of sale material and other marketing collateral for themselves and their customers.

Common items, JEM has fulfilled for our eCommerce clients

•           Beauty Products & Health Supplements
•           Clothing & Apparel
•           Toys
•           Dry Food
•           Perfumes & Colognes
•           Medical Equipment
•           Books, CD’s and DVD’s
•           Consumer Electronics
•           Homeware & Gardening Products
•           Product Samples
•           Free Literature (catalogues, brochures, leaflets, etc…)
•           And much much more

Enquire today, and discover how we can help

Please Call 01483 20444

By Erik Miller

JEM Marketing & Fulfilment Services Ltd.
The Invisible Link- Between your business and its customers
www.j-e-m.com 

Ecommerce Order Fulfillment, Why You Should Use a Fulfilment Provider.

Processing and shipping orders to customers can be time consuming and painful. When you're taking care of your own fulfilment, there are numerous steps between getting a request and the customer accepting their items.

• Following stock
• Following shipments
• Choosing a delivery administration
• Printing transportation marks
• Creating receipts,
• Executing a drop delivering or request end-to-end satisfaction administration

Inventory Management
Inventory Management could be confusing, particularly when you have numerous channels through which you offer your products. Perhaps you have a eBay online store, a block and-mortar boutique, furthermore unload things on Amazon.
-How would you stay informed concerning stock when you've got requests rolling in from all over?

Invoicing
Invoicing is another pain point many shop owners have to deal with. When you achieve a substantial number of requests, making receipts gets to be monotonous and tedious.

Customer Services
As the popularity of your ecommerce efforts grow, so does the customer enquiries. You must consider the time it will take to respond and follow up to these enquiries. The last thing you want to do is to let your reputation tarnish due to not being able to handle the influx of customer enquiries. 

Fulfilment
Fulfilment services handle your orders from beginning to end. Utilising JEM's eCommerce Fulfilment, all it takes is a shipment of your items from you to the stockroom, and you could be up and running. Requests will consequently be stuffed and sent by your particulars to your clients around the globe.

We provide on-demand e fulfilment solutions including:

• Real Time Payment Processing
• Full Service Web Store Functionality
   - We can also integrate our eCommerce platform with your existing Web site…you are then
     ready to trade with all major credit and debit cards. JEM manages all transactions for you,
     leaving you free to focus on your core activities.

Our clever e fulfilment systems provide complete control and transparency including:
• Request Controls
• Order Confirmation
• Order Transaction History
• Stock Availability
• Image View Reporting

Our ecommerce fulfilment service can also be used for internal stock orders within companies, enabling staff to order point of sale material and other marketing collateral for themselves and their customers.


With the JEM platform, your customers receive emails regarding the status of their order and, should they want to talk to someone, our Customer Services team is just a ‘phone call away.

It's an aggregate answer for the greater part of your delivery issues.

by Erik Miller
JEM Marketing & Fulfilment Services Ltd.
The Invisible Link- Between Your Business and its Customers
www.j-e-m.com