We have enclosed below our Prezi of 68 ‘incredible’ customer service stats. We have compiled and classified the key findings from several articles and reports, across the following areas:
Customer Service +…
- the use of new and existing support channels
- service response times and expectations
- impact on purchases and level of spend
- customer experience and the “brand”
- level of switching
- effect on wider costs and values
- word of mouth impact both positive and negative
- company progress: strategy and process
We think customer service is a key area for ‘digital’ differentiation. Some companies are approaching this area well (the topic of future posts), others less so. Customer service has never been more difficult to get right nor more critical than it is today.
Link to 68 incredible customer service stats on Prezi
As always, your comments are most welcome.
Alan
Digital Business Blog 