We’ve all been in a situation where there does not seem to be much of a conversation when it comes to customer service; rather, a it is a dialog that seems to be on autopilot and leaves the customer frustrated rather than have the issue resolved.
Recently, we at Vcare wanted to understand what is the relation between a great customer experience and the likelihood that the customer would return to the same company. In short, just how important is good customer service?While most companies acknowledge the importance of providing great customer service, doing so is costly and can sometimes seem to be nothing more than a necessary burden.
When crafting the ideal experience for your customers, be sure to review your communication channels to ensure your efforts are focused on those preferred by your customers.Dimension Data recently found that 44% of Generation X and 42% of Generation Y prefer to communicate via electronic messaging (Email, SMS, Chat)- nearly double that of the Baby Boomer generation (23%).
Did you know that 48% of customers who have had a negative customer service experience are likely to tell 10 or more people about it?On the other hand, just 25% of customers who had a good experience are likely to say something positive about your company, according to Harvard Business Review.
Holiday season is here, earlier than ever. With a 40% increase in sales during the holiday shopping season for some retailers, it’s the most important time of the year to ensure customers are left with a great experience- from website usability to customer support to fulfillment.