- 42% of consumers purchased more frequently from a business after a good customer service experience.
- 52% stopped dealing with a business after a bad experience.
- 95% of the people surveyed admit that they have told someone about a negative customer service experience.
- 54% of those people who have shared their negative experience have, at least on one occasion, told a minimum of five people.
As was expected, the impact of good customer service levels isn’t quite so strong, with 87% of people admitting to having told someone about a good customer service experience, and only one in three of those people told at least five people about a good experience in the past. Nonetheless these figures are still not to be dismissed – if you provide a good customer experience then the word of mouth effect can still be strong given the one in three figure.
What the figures do show however is just how powerful poor customer service can be for diminishing a brand’s customer numbers. With review sites and social media also being used so regularly by consumers the potential for complaints to reach large numbers of people is significant.
Earlier this month a UK start-up called MessageTheManager was launched, aiming to help businesses provide a better level of customer care by enabling them to receive and respond to feedback via SMS. By providing a direct one-to-one line of communication between managers and their consumers businesses can build brand loyalty, increase the frequency of purchases, and encourage positive word of mouth effects.
You can learn more about MessageTheManager at http://www.messagethemanager.com