Happy customers give your business longevity. They boost your reputation and have a lifetime value up to 10 times the amount of a one-time customer. They’re more likely to become repeat purchasers and have the added chance of converting to the oh-so-coveted brand advocates. You know the ones – the people who brag about their experience with you and promote your company, unprompted.
On the flipside, unhappy customers are a drain on your company. With dozens of customer service statistics to back the claim, we know that unhappy customers not only churn and take their business to competitors, but they negatively impact your growth and affect public perception of your company, too.
In fact, only 1 in 25 unhappy customers will complain directly to you. The alternative? Complaining to their personal networks of friends, family, and colleagues, instead. The White House Office of Consumer Affairs found that a dissatisfied customer tells between 9 to 15 people about their poor experience. And, nearly 13 percent of those dissatisfied customers tell more than 20 people. Then, there’s the other potential chess move of an unhappy customer. The customer sits on those unhappy feelings and makes a quiet dash for the door without telling you what went wrong, let along giving you the chance to fix it.
The good news is: as a contact center manager, you have the job and the team with the biggest impact on your customers’ happiness. A single, positive customer service interaction has more weight in your customer experience than your company’s great advertising. And, 80 percent of consumers say your agents directly influence the top factors of customer experience. So, as a key influencer of the customer experience, you hold the cards to prioritize your customers’ happiness. And, the data shows you should.
Here are 35 customer service statistics that prove you need to invest in customer happiness.
- Customers who have a positive emotional experience are 6x more likely to purchase from a company again, and 12x more likely to recommend you to their network. (Temkin Group)
- Out of all your customers who churn, 37 percent leave a company because of rude and unhelpful staff. (NewVoiceMedia)
- A shocking 51 percent of customers will never do business with a company again after just one poor service experience. (NewVoiceMedia)
- With customer experience as a key competitive differentiator, 89 percent of businesses now compete on the level of service they deliver to customers. (Gartner)
- Companies in the U.S. lose $1.6 trillion because of customers jumping to competitors due to poor customer service. With that amount of money, you could pocket 93 percent of all the cash circulating the U.S. Or, you could buy everyone in Chicago their own starter home, with money in your pocket left over to put a new Lamborghini in each person’s garage. (Accenture)
- Companies leading the pack in customer experience outperformed those farther behind in CX by almost 80 percent. (Qualtrics)
- Those same leading companies in customer experience have customers that are 7x more likely to re-purchase from the company, 8x more likely to try additional products and services the company sells, and 15x more likely to speak positively of the company to their network. (Qualtrics)
- Of the companies who work to improve their customer experience, 84 percent see an increase in revenue. (Dimension Data)
- Companies that deliver a better customer experience have revenue 4 to 8 percent above the rest of their market. (Bain & Company)
In 2019, nearly half of contact centers want to improve their offerings in digital channels like chat, mobile, and social, etc. (CCW)
- If your agents solve an unhappy customer’s problem, 70 percent of those customers are willing to shop with your company again. (Glance)
- Your agents’ friendly service is the reason 73 percent of customers fall in love with a brand. (RightNow)
- In the U.S., 90 percent of customers use customer service to gauge if they will do business with a company. (American Express)
- The next big consumer generation, Gen Z, wants a customer experience that uses technology to personalize interactions, without sacrificing speed and entertainment. (Forrester)
- Some 82 percent of customers have stopped doing business with a company because of their bad customer experience. (Zendesk)
- Sixty-seven percent of customers get frustrated and hang up the phone before ever reaching a customer service agent. (Glance)
- It’s between five to 25 times more expensive to acquire a new customer than it is to retain a current customer. (Harvard Business Review)
- A whopping 77 percent of customers would recommend a company to a friend after having a positive experience. Say hello to that lovely word-of-mouth business boost! (Temkin Group)
- One excellent customer service experience has the potential for 86 percent of customers to repeat purchases. (Temkin Group)
- Recent findings say 88 percent of contact centers are prioritizing customer experience to help them grow. (Deloitte)
A one-second delay in e-commerce transactions decreases CSAT scores by 16 percent. (Cisco)
- In the coming year, 73 percent of contact center leaders believe customer satisfaction needs to live on your agents’ quality scorecards. (CCW)
- Customer satisfaction/loyalty measurement was flagged by nearly 57 percent of contact center leaders as an urgent investment priority in 2019. (CCW)
- Millennials’ average, weekly talk-time is less than 30 minutes. The now-largest working and consumer population seeks out digital experiences through channels like social and SMS. (Shep Hyken)
- Seventy percent of companies with growing revenue prioritize customer satisfaction, compared to only 49 percent of companies with stagnant or decreasing revenue. (Neil Patel)
- Almost half of today’s consumers won’t consider doing business with a company that has less than a four-star rating. (Neil Patel)
- A mere 5 percent increase in customer retention can increase your company’s profits anywhere from 25 to 95 percent. (Bain & Company)
- A study showed that 57 percent of customers stopped purchasing from a company because of a competitor who delivered a better experience. (Salesforce)
- Repeat customers convert at a 60 to 70 percent higher rate compared to new prospects, who fall in the 5 to 20 percent zone. (Marketing Metrics)
More than one million people sift through tweets about customer service on a weekly basis. And, 80 percent of those tweets are negative. (Business2Community)
- According to American Express’s 2017 Customer Barometer survey, 68 percent of customers said that a pleasant representative was key to their recent positive service experiences. (American Express)
- And, 62 percent said that an agent’s knowledge and/or resourcefulness was key to their positive service experience.
- Some 79 percent of companies say they’ve cut costs by offering up a better customer experience, while 84 percent of companies report adding to their bottom line in terms of revenue and profits. (Dimension Data)
- Small businesses rake in some serious business from brand advocates, with 85 percent saying the number-one way they get customers is by word-of-mouth. (Small Business Trends)
- And finally, 65 percent of U.S. customers think that a positive experience with a company is more influential than stellar advertising. (PWC)
The value of customer happiness and a positive customer experience, explained. Devote your attention to creating better experiences for your customers, and you’ll have the bottom-line growth and a loyal customer base to show for it.
Digital Transformation in the Contact Center Cloud Migration:
Lessons from the Trenches
Thursday, May 23, 2019,Register Now
Want to take strides in your customer experience this year? Start by celebrating your team’s small wins, so you can keep making progress towards your goals. Read up with our post on how to keep employees engaged by celebrating micro wins!