Customer Service is Crucial to Marketing

The importance of stellar customer service simply cannot be overstated.

Ponder these survey eye-openers:

The top reason customers switch brands because they feel unappreciated.

Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.

Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion.*

American Express found that 90% of Americans use customer service as a factor in deciding whether or not to purchase from a company.

The Yale School of Management published an article entitled "Good Customer Service is Worth Much More Than you Think" in June 2020. Insights from that article point out that customers who interact with skilled customer service representatives are less likely to cancel an account.

Arizona State University published an article entitled, "Business needs to address heightened expectations, ASU survey finds." Here are a few interesting customer service facts from that article and survey:

· More than two-thirds of 1,000 individuals surveyed reported experiencing a product or service issue in the last year.

· Almost two-thirds of those individuals reported feeling "customer rage."

· The customer problem rate in 2020 was 66%.

· The customer problem rate in 2017 was 56%.

· The customer problem rate in 1976 was 32%.

The consequence of not prioritizing great customer service across all support platforms is clear. All it takes is one negative review to hurt ROI, so take customer questions, feedback, and complaints seriously. Consider surveying customers to make sure you’re not missing growth opportunities.

Customer service is critical to your business’ bottom line. When your company has the customers’ needs at heart, excellent customer service isn’t very difficult. It merely takes a concentrated effort.

*https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/