Ok, maybe not, but they will definitely reinforce your feelings about customer service, and more importantly, why we do what we do here at
GetHuman.com. According to the Customer Experience Impact 2010 report, conducted by RightNow and Harris interactive, 82% of customers stopped doing business with specific firms all because they had terrible customer service experiences with that firm. The main culprit was rude customer service representatives, followed closely but the representative's inability to solve the problem. While those stats don't bode well for companies with bad customer service, in this day and age that is dominated by social media outlets, 79% of those upset customers claimed to have relayed their bad experiences to friends verbally, or on outlets such as Twitter and Facebook. If you give the customer a medium to voice their opinion, they are going to use it.
Some other interesting stats from the report lie in the differences between 2007 and 2010. According to the report, in 2007, 60% of customers who had a bad experience claimed to want to talk to a live person, with 26% of customers opting for email and 5% choosing to use a companies chat function. Conversely, in 2010, 83% of upset consumers wanted to speak to the company through the phone, with 66% preferring email, 13% choosing chat, and 7% preferring social media outlets. Those are some substantial increases in only a few years. We've said it time and again, in these hard economic times, customers hold the power in all transactions. Adding social media outlets and giving the consumer the ability to be more vocal will only force the companies to listen as the empowered consumer has the ability to hit the company where it hurts the most, right in it's bottom line.
For more on the report, as always,
Click here.
Posted by GetHuman on Thu, 14 Oct 2010 3:09pm