Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?
Recently businesses surpassed $200 Billion dollars a year in advertising spending. Yet fewer and fewer customers are trusting advertising as the source of information for products and services.
Word of mouth carries a big, heavy stick when it comes to the reputation of your business products and services. Facebook, Twitter, Yelp, and other social media and reviews sites help to amplify to voice of the customer. With the power that a single bad customer service experience can have at creating future business opportunities, it’s critical that you focus on investing in customer service.
Why should you invest in a better customer service experience?
The Internet has amplified the ability for news to travel and instant speed, especially bad news. Many customer service management software providers focus on developing more effective tools to help you stay on top of managing your customer experience and ensuring that your customers are getting good customer service from your staff, all of the time.
The fine folks at Zengage, the Zendesk blog put together a fantastic infographic outlining the importance of customer experience and the impact that it has on getting new customers and keeping your customers happy.
Related Resource from B2CWebcast: PR Hacking: How Ideas Spread And What Marketers Need to Know
Why Customer Experience Matters
40% of customers began shopping with a COMPETITOR, because they heard about the company’s good customer service. Reputation for great customer service alone will create the incentive for customers to give you a try.
Good experience grabs customers and your great customer service can be a vehicle for generating sales and helping the bottom line, the key becomes keeping those customers once they’ve given your company a shot.
Are you listening to your customers?
When bad experiences happen, you have an opportunity to make things right. Some of your most loyal customers will be those who have seen you show that your customers really matter.
But a troubling trend with customers today is that many feel like companies don’t care enough to make things right, so fewer customers today are trusting companies to resolve issues. Instead, customers with problems are taking to their social networks to vent.
A full 85% of customers who had a bad customer service experience wanted to warn others about doing business with the company. 66% of customers wanted to discourage others from doing business with the company. 55% of customers wanted to vent their anger. But only 24% of customers actually tried to contact the company to get the issue resolved.