We all love computers, well, most of us, but we know computers will never replace a human. Humans will always value human interaction. Customer service now defines brands and their value, and greatly affects buyer decision-making, even more so than cost. Bad customer service costs US companies $41 billion a year (Source).
- By 2020, customer experience will overtake price and product as the key brand differentiator.
- After a positive customer experience, 69% of Americans would recommend that company to others
- 60% of consumers favor a balance of price and service and will not accept low service levels in exchange for a cheap deal.
- A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center
- Companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction. – Source
Customer service on a one-to-one basis is being reduced. With the rise of social media, customers are now supported by organizations via public conversations on Twitter and Facebook. Social media must be a tool in your customer service toolkit.
- Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
- Additionally, 42% of people will tell their friends about a good customer experience on social, while 53% will talk about a bad one.
- And major brands aren’t just adopting social customer service: they’re making it a major priority. – Source