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.
So to start this week’s collection of customer service reads, Ellen Gillette may be asking the most important question: What Ever Happened to Customer Service and Professionalism?
A recent segment on the CBS Sunday Morning with Charles Osgood had an amazing customer service story.
The key to a company’s success in today’s world is a business model that centers around consumer convenience.
What if I would tell you that customers who engage with customer support and are satisfied with the help they receive, are far more likely to recommend your brand to a friend or colleague? In this article I am looking to explain why customer service is your key to sustainable growth.
One of the most important parts of this human element is recognition, whether you’re the neighborhood bookstore, the corner bar, or a local restaurant, the local auto repair shop, and, for that matter, whether you’re the Apple Store, or Warby Parker, or The Cheesecake Factory or the Ritz-Carlton.
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