Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds.
Want to improve your customer service? Look to Japan. Yes, across the Pacific to Japan.
Japan has become world-famous for its incredibly polished customer service, which isn’t something you’ll find only at premium-priced hotels and leisure resorts. Sociologist set out to explain the phenomenon.
Frustration, disappointment – customers’ negative emotions towards a brand have a corresponding negative impact on the business. You can turn a poor experience into a postive one.
Disruption, it seems, is everywhere. And customer service is no different. How can you strengthen it without losing the human touch?
An amusing finale – this comical Infographic presents The Customer Service Graveyard
So what does the future hold for customer service? And which technologies have died as customer needs evolve? The author explores in the infographic above.
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