infographic Simple Storage Service (S3)
HAPPY CUSTOMERS:
BY THE YEAR 2020
...CUSTOMER SERVICE WILL OVERTAKE PRICE & PRODUCT AS THE KEY DIFFERENTIATOR
$$$ Price
Product Service
80% say that small businesses provide better service than larger companies!
43%
of small businesses
say improving customer experience & retention is their top growth strategy
Happy Customers:
Unhappy Customers:
pay more for a better 91% Would simply leave 86% Would customer experience share the experience Would post an 23% 72% Would with 6 or more people online review
70% Would be more loyal
complain 19% Would via social media
TECHNOLOGY CAN HELP CUSTOMER SERVICE… Ways businesses respond to customers:
45% calls
19% email
17%
social media
…but 80% of customers would prefer a person over digital channels
78% 55% 49% 41% 39% MAKE IT PERSONAL:
appreciate competent customer service representatives say not reaching a “real person” is their #1 gripe dislike having to repeat the same information multiple people are annoyed when they’re kept on hold dread having to navigate through multiple menus
86%
of customers said they like when employees refer to them by name
Contact a SCORE mentor to help improve your customer service! Sources: • https://www.walkerinfo.com/customers2020/ • https://www.bluecorona.com/blog/29-small-business-digital-marketing-statistics • https://www.conversational.com/45-small-business-customer-service-statistics-justify-strategy-shift/ • http://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic/ • http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html • https://www.superoffice.com/blog/customer-experience-statistics/ • https://www.forbes.com/sites/blakemorgan/2016/04/18/the-evolution-of-customer-service/#380e4df62442
BY THE YEAR 2020
...CUSTOMER SERVICE WILL OVERTAKE PRICE & PRODUCT AS THE KEY DIFFERENTIATOR
$$$ Price
Product Service
80% say that small businesses provide better service than larger companies!
43%
of small businesses
say improving customer experience & retention is their top growth strategy
Happy Customers:
Unhappy Customers:
pay more for a better 91% Would simply leave 86% Would customer experience share the experience Would post an 23% 72% Would with 6 or more people online review
70% Would be more loyal
complain 19% Would via social media
TECHNOLOGY CAN HELP CUSTOMER SERVICE… Ways businesses respond to customers:
45% calls
19% email
17%
social media
…but 80% of customers would prefer a person over digital channels
78% 55% 49% 41% 39% MAKE IT PERSONAL:
appreciate competent customer service representatives say not reaching a “real person” is their #1 gripe dislike having to repeat the same information multiple people are annoyed when they’re kept on hold dread having to navigate through multiple menus
86%
of customers said they like when employees refer to them by name
Contact a SCORE mentor to help improve your customer service! Sources: • https://www.walkerinfo.com/customers2020/ • https://www.bluecorona.com/blog/29-small-business-digital-marketing-statistics • https://www.conversational.com/45-small-business-customer-service-statistics-justify-strategy-shift/ • http://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic/ • http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html • https://www.superoffice.com/blog/customer-experience-statistics/ • https://www.forbes.com/sites/blakemorgan/2016/04/18/the-evolution-of-customer-service/#380e4df62442
