As simply put, and eloquently supported by GETCRM statistics, customer service can make or break your company. And in a competitive landscape, small- to medium-sized businesses have the ability to outperform big name retailers in customer service quality by devoting personalized time and resources to unhappy or unsure customers.
Everyone’s experienced their own online-order nightmare, consisting of automated emails, ingenuine service reps, and most likely, an unresolved issue. This, according to GETCRM, is why a typical business only hears from 4% of their dissatisfied customers. Shoppers are left with a bad taste in their mouths from an unsatisfactory experience, and would rather take the loss and avoid the retailer in the future than waste time and patience dealing with the issue.
But, if a retailer is willing to accept responsibility for the wrong-doing, apologize, and correct the problem, shopper satisfaction rates can be lifted significantly higher. According to GETCRM, “70% of customers will do business with a company again if they resolve the complaint to the customer’s satisfaction.”
Gartner research found that soon 89% of businesses will be competing mainly on customer experience. This doesn’t just include retrospective problem solving, but proactive attention to detail. Consumers want mobile-friendly, self-service platforms and rewards for their loyalty to the brand. Enjoy the whole “The Data-Driven Guide to Improved Customer Service” infographic below from GETCRM to fully optimize customer experience and shopper satisfaction.