Bad Customer Service

Isn’t Cheap

There is an undeniable link between a customer’s brand loyalty and the level of customer service being delivered.

Customer Service

Brand Loyalty

Although this link is extremely difficult to quantify, there are clear business gains from providing a superior customer experience.

Superior Customer Experience

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The question is…

how much exactly is bad customer service costing you?

The question is…

Unfortunately, the cost is much more expensive than anyone could effectively estimate because businesses only hear from 4% of dissatisfied customers.

Because of this, calculating the cost of bad customer service can be difficult.

However, many studies have estimated bad customer service costs U.S. corporations a staggering $84 billion each year.

And acquiring new customers costs anywhere from six to 10 times more than keeping your current customers.

Keeping Customers Acquiring New Customers

It simply makes dollars and sense to provide superior customer service.

Good customer service also leads to profits.

Good Customer

Service Profits

According to a study, 66% of consumers in the United States are willing to spend more money when they perceive superior customer service.

The same study reported that 75% of customers have already increased their spending with a brand because of superior service.

It’s a fact of doing business. When a customer feels appreciated, he or she will be more likely to continue shopping with the brand.

There is also a proven benefit in solving your customer’s problems quickly.

Time to Respond

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According to the Accenture 2012 Global Consumer Pulse Research report, approximately 50% of the customers they surveyed stated they left a brand because of bad customer service.

A staggering 70% of those customers said they would have stayed with the brand if their problem was addressed in one phone call instead of several interactions.

Providing good customer service hinges on your ability to quickly address a customer’s problems.

Keep your customer service team sharp.

Download the

Customer Service Training Manual