EARN Guidelines to Follow



-236904102740037 Stats You Didn’t Know About Customer ServiceBy Kirill T?ernov Putting U in Queue at Qminder The importance of a customer’s experience with a business can’t be understated. It can make or break their entire journey.In recent years, extensive data gathering of customer service statistics has offered hard evidence about customer experience. Which is why any business worth its salt should familiarize itself with the following customer service facts.How Business Is Affected by Customer Experience“If a customer likes you—and continues to like —they will continue to do business with you. If they don’t, they won’t.” - Paul Greenberg1. For consumers, customer experience will become more important than price and product by 2020. - Walker2. 89% of businesses compete through the level of customer experience they’re able to deliver. - Gartner3. $1.6 trillion is lost by companies in the United States due to customers switching as a result of poor customer service. - Accenture4. 70% of the customer’s journey is dictated by how the customer feels they are being treated. - McKinsey5. Businesses that deliver better customer experiences obtain revenues between 4% and 8% above their market. - Bain & Company6. 55% of customers are willing to spend more money with a company that guarantees them a satisfying experience. - ThinkJar7. 70% of unhappy customers whose problems are resolved are willing to shop with a business again. - Glance8. Customer service stats show that new customers costs anywhere between 5 and 25 times more expensive than retaining existing customers. - Harvard Business ReviewCustomer Experience Dictates Where Customers Shop“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.” - Kristin Smoby9. It’s a customer service fact that nine in ten Americans use service to gauge whether or not they will do business with a company. - American Express10. Generation Z wants customer experiences that integrate with technology, offering not only personalized attention but interactions that are instantaneous and entertaining according to customer service statistics. - Forrester11. 70% of customers report that technology makes it simple to take their business to a competitor if need be. - Salesforce12. 73% of customers fall in love with a brand because of friendly customer service representatives. - RightNowCustomers Want a Personalized Experience“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos13. 75% of customers desire a consistent experience regardless of how they engage a company, e.g. social media, in person, by phone, etc. - Salesforce14. 44% of consumers take their business elsewhere due to a poor experience. - 5NewVoiceMedia15. 75% of customers will want to shop with businesses that offer personalized experiences by 2020. - Salesforce16. 64% of customers want to shop with companies which can meet their needs in real-time. - Salesforce17. 50% of customers switch brands when their needs are not met.Better Analytics Creates a Better Customer Experience“A massive shift is under way in terms of customers’ service preferences.” - Matthew Dixon18. 56% of customers don’t mind sharing their personal information in exchange for better service. - Salesforce19. 78% of customers who complain to a brand on Twitter expect a response within an hour. - Lithium20. 80% of businesses use customer satisfaction scores to analyze customer experience and improve it. - Harvard Business Review21. 72% of companies believe they can use analytics reports to improve the customer experience. - Deloitte22. 95% of adults between the ages of 18 and 34 are likely to follow a brand through social media channels. - MarketingSherpa23. 23% of businesses use social media as a tool to collect and analyze data. - GartnerHow Frustrated Are Customers?“Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer!” - Gene Buckley24. 21% of people waiting at a university pharmacy decided to fill their prescription elsewhere because they waited too long. - Sage Journals25. 35% of customers have become angry when talking to customer service - American Express26. 72% of customers blame poor customer service for having to explain their issue multiple times. - Zendesk27. 84% of customers report that their expectations had not been exceeded in their last interaction with customer service. - Harvard Business Review28. 82% of customers have ceased business with a company because of a poor customer experience. - Zendesk29. Only 1% of customers feel that their expectations of customer service are always met. - RightNow30. 50% of customers will wait one week for a customer service representative response before they stop doing business with that brand. - RightNow31. 78% of customers have given up on a transaction because of a negative customer experience. - American Express32. 67% of customers hang up the phone in frustration when they cannot reach a customer service representative. - GlanceAre Your Customers Sharing Their Experience?“Here is a simple but powerful rule: always give people more than what they expect to get.” - Nelson Boswell33. 13% of customers tell 15 people or more if they have a negative experience. - Esteban Kolsky34. 72% of customers will tell 6 people or more if they have a satisfying experience. - Esteban Kolsky35. 67% of customers report a bad customer experience as the reason for switching businesses. - Esteban Kolsky36. Only 1 in 26 customers will tell a business about their negative experience; the rest simply leave according to customer service facts. - Esteban Kolsky37. 79% of customers who share their complaints online see their complaints ignored. - RightNowWith customer service statistics in mind, it’s easier to understand and see how the customer experience can be improved. Which is ultimately always a work in progress, but it begins by putting the customer first8 Rules for Good Customer Service Giving Customers the Kind of Customer Service That Keeps Them Coming Back By Susan Ward Updated June 25, 2019 Good?customer service?is the lifeblood of any business. You can offer promotions and slash prices to?bring in as many new customers?as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.Good customer service is all about bringing customers back. And about sending them away happy - happy enough to?pass positive feedback about your business?along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.If you're a?good salesperson, you can sell anything to anyone once. But it will be your approach to?customer service?that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that the individual customer feels that he would like to pursue.How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say."I know this verges on the kind of statement that's often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently follows the eight rules following:01 Answer your phone. 02390Image (c) Justin Horrocks / Getty Images The first rule of good customer service is that your business phone needs to be answered. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say "someone". People who call want to talk to a live person, not a fake "recorded robot".) ?And then read?How to Answer the Phone Properly?to make sure that customers calling your business are thrilled with the way the phone is answered at your business rather than put off.02 Don't make promises unless you will keep them. This may well be the most important of all of these eight rules for good customer service. Not plan to keep the promises you make. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say to a customer, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise and make them carefully - because nothing annoys customers more than a broken promise.03 Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn't been paying attention and needs to have it explained again? Not from a customer's point of view. Can the sales pitches and the product babble. If you're truly interested in providing the best customer service, let your customer talk and show him that you are listening by making the appropriate responses, such as summarizing what the customer has said and?suggesting how to solve the problem.04 Deal with complaints. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, "You can't please all the people all the time". Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service. Properly dealt with, complaints can become opportunities. They give you the chance to discover issues and correct them, thereby improving your customer service.?Market research has found that customers who have complained about a product or service and had that complaint successfully dealt with are 70 percent likely to order from the vendor again.?05 Be helpful - even if there's no immediate profit in it. The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I'll go when I need a new watch band or even a new watch? And how many people do you think I've told this story to?The shopkeeper made nothing during our exchange in his store. But I'll certainly be taking my business to him in the future and who knows how many other customers will be visiting him because I've told them how well he treated me? To provide good customer service, keep your eye on the customer, not on the profit.06 Train your staff. If you have staff, train them to be always helpful, courteous, and knowledgeable.Do it yourself or hire someone to train them. Talk to your staff?about good customer service and what it is (and isn't) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."07 Take the extra step. For instance, if someone walks into your store and asks you to help them find something, don't just say, "It's in Aisle 3". Add the extra step; say, "Let me show you" and lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people. And that good word of mouth will win you more customers.08 Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. A local art framer?attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated. Think about your product or service and find something extra that you can offer to customers.?Good Customer Service Pays Big DividendsIf you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? Over time good customer service will bring in more new customers than promotions and price slashing ever did! ................
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