Customer Support and Services pushing business

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Market data show that the low quality of service is detrimental to companies of any segment.

Everyone loses: the customer, who feels frustrated and harmed, and the company, which has its image stained and loses sales.

Market data also prove that companies which place the Customer at the center of their operations accelerate the growth of the business. 

Negative Experiences influencing business

•66% of customers switch businesses because of poor customer service (Accenture) 

•82% feel that the supplier could have done something to prevent such exchange (Accenture) 

•55% said they would remain if the company had proactively contacted them (Accenture) 

•60% of customers have already intended to make a purchase but have given up because of poor customer service (American Express) 

•58% never go back to using a company after a negative experience (New Voice) 

•It is 6 to 7 times more expensive to win new customers than to maintain a current customer (White House Office of Consumer Affairs) 

•A customer is 4 times more likely to buy from a competitor if the problem is related to service than to price or product (Bain & Co.) 

•Top Reasons to Lose a Customer: (Right Now) 

       •Customer feel badly treated;

       •Inability to solve the problem in an agile way

Positive Experiences influencing business

•50% of customers use a company more often after a positive customer service experience (NewVoice) 

•74% of customers are willing to spend more on companies that offer excellent customer service (American Express)

•86% of customers are willing to pay up to 25% more to have better service (RightNow) 

•5-20% is the chance to sell for a new lead; 60-70% is the chance to sell to a customer base (Marketing Metrics) 

•On average, loyal customers are worth up to 10 times more than their first purchase (Institute of Customer Service)

•Well resolve a customer complaint and there is a 70% chance he will do business with you again (Lee Resources)  

(Estudo realizado pela OMNIZE e publicado em abril de 2017)

Sep 2018