Improving Customer Service: Ten Customer Service Stats Every Executive Needs to Know

Posted by Rodney Kuhn

4/13/15 9:00 AM

The Internet is full of statistics about so many topics that it can be difficult to drill down to truly critical nuggets of information. In particular, the Web is replete with facts about the importance of improving customer service. So, to help you avoid wearing out your keyboard with search engine queries, we decided to compile 10 of the most compelling business-related customer service statistics you’ll find anywhere:  

By 2020, customer experience will overtake price and product as the key brand differentiator. – Walker, “Customers 2020: The Future of B-to-B Customer Experience”

71 percent of consumers say that valuing their time is the most important thing a company can do to provide them with good service. – Forrester Research, “Understand Communication Channel Needs to Craft Your Customer Service Strategy”

62 percent of global consumers switched service providers due to poor customer service experiences in 2013. – Accenture, “Global Consumer Pulse Survey”

68 percent of businesses increased customer service spending in 2014. – Call Center IQ, “2014 Call Center Executive Priorities Report”

Customer service costs Americans as much as $108 billion each year. – ClickSoftware/Harris Poll survey, 2014

71 percent of consumers have ended their relationship with a company due to poor customer service. – KISSmetrics

Consumers are twice as likely to share their bad customer service experiences as they are to talk about positive experiences. – American Express, “2012 Global Customer Service Barometer”

62 percent of organizations view customer experience provided through contact centers as a competitive differentiator. – Deloitte, “2013 Global Contact Center Survey”

39 percent of consumers avoid a vendor for two or more years after a negative customer experience. – Zendesk, “The Impact of Customer Service on Customer Lifetime Value”

Acquiring a new customer is six times more costly than retaining an existing one. – Merchant Warehouse

As these numbers demonstrate, the ability to keep customers satisfied and loyal has a major impact on any company’s bottom line. Envision’s Click2Coach contact center software helps organizations improve their customer service by providing supervisors with the tools to more effectively coach and train agents. The solution allows managers to:

  • Record an agent’s voice and screen from customer interactions, as well as capture the agent’s desktop keystrokes and application workflow
  • Quickly identify issues or trends with easy-to-use search functionality and in-depth analytics
  • Take action on collected data by quickly evaluating agents and sending tools for improvement right to their desktops
  • Send information to other departments in your organization and make strategic business decisions based on customer data

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Are you interested in seeing Click2Coach in action? Click here to schedule a demo.

Topics: customer experience, customer loyalty, Customer Service Best Practices

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