You know that bad customer service is detrimental to your business, but what is the real cost of negative customer experiences and interactions? An infographic from Click Software examines bad customer service and the very real expense to businesses.
Social media is transforming customer service, but it’s also a massive challenge for companies lacking the budget or expertise to do it right. Even without a US Airways-sized customer service debacle, your business may be leaving money on the table (or worse, handing it to competitors) if customers aren’t leaving with a great impression of their interactions with you.
For example, 20% of customers expect a response to a complaint tweeted to a company within 15 minutes and 42% expect to hear back from you within the hour. Even so, approximately 70% of tweeted complaints go unanswered. Can you imagine just not answering your customer service phone line… ever?
Among their other findings, Click Software points out:
- 89% of customers who experience bad customer service will leave your company for the competition.
- Businesses in Canada and New Zealand are best at satisfying customers; Turkish and South African companies are among the worst.
- IT Services & Consultancies and Real Estate are among the industries doing customer service best.
- Over 63% of customers believe customer service is more important than price in their purchasing decision-making process.
In all, over $83 billion is lost each year by US enterprises thanks to bad customer service. See more in the full infographic below:
Infographic by Click Software