"When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”
“A five percent increase in customer retention boosts profits by 25 to 85 percent.”
5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
“Gartner says that 90% of companies will supply customer care through social media by 2020.”
“Research from Ovum finds that 74% of consumers use three or more channels when interacting with big companies for customer service issues.”
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.