NewVoice survey shows around half of customers increase their use of a company if they experience good customer service.American Express data show 59% of customers will try a new company in search of better customer service.More importantly, this has grown to the current levels from 59% just four years ago. Harris Interactive conducted a study that showed 86% of customers stopped buying from a company simply because of a bad customer experience. ![]() But it is essential to understand that a company’s customer service should focus on all aspects of customer relations: the interaction before, during and after a purchase.Ĭustomer service’s importance to business success is evident when you look at these following statistics: Consumers contact customer service departments when things have gone wrong with the product or the service. It often also manifests itself when things don’t go according to plan. It is a process that can take the form of a face-to-face interaction, a phone call, a self-service system and often in today’s world through e-mail, online chat or other such form.Ĭustomer service is often the interaction the customer has with the company as they purchase the product or service. The definition of customer service often describes it as a process, which ensures customer satisfaction with a specific product or service. This has led to many companies having a dedicated customer service department, but a horrible customer service culture. ![]() Customer service is a concept that is often mentioned, but never explained. ![]() When it comes to customer service, many people think they know what it is, even though they don’t have a clue. WHAT IS CUSTOMER SERVICE AND WHY IT MATTERS FOR BUSINESS? ![]() In this article, you’ll learn about 1) the importance of customer service for your business, 2) a short introduction to Amazon and Eventbrite, and 3) what sets both customer service organizations apart from each other.
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