Customer Service Facts

David KauffmanCustomers

Good News: In 2011, 7 out of 10 Americans said they were willing to spend more with companies that provide excellent customer service (american express survey)

Bad News: In 2011, 86% of consumers stopped doing business with a company because of bad customer service (Harris Interactive)

Good NewsResolve a complaint in the customers favor and 70% will do business with you again (Lee Resources)

Bad News: 91% of unhappy customers will not willingly do business with you again (Lee Resources)

70% of the buying experience is based on how the customer feels they are being treated. (McKinsey)

78% of consumers have bailed on a transaction or intended purchase because of a poor service experience (american express survey)

Provide outstanding customer service and you have a 60-70% probability of selling to an existing customer.  (marketing metrics)  The probability of selling to a new prospect is 5-20%.