customer service Archives

Over the weekend, I called my mobile phone service provider to remove two unused lines from my account. The process took over an hour, which is ridiculous. As a customer, I should be able to "manage my account" with very few roadblocks. In other words, make it easy for customers to get what they want — even if that means breaking up with your business. Companies focused on the customer [...]

21 06, 2016

It takes 12 positive experiences to make up for one unresolved negative experience.

Ross Clurman2016-06-21T21:56:59-05:00June 21st, 2016|

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21 06, 2016

It costs 10x more to acquire a new customer vs. keeping a current customer, and repeat customers spend, on average, 67% more.

Ross Clurman2016-06-21T21:55:24-05:00June 21st, 2016|

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21 06, 2016

70% of customers will eventually do business with you again if you solve the problem. 95% will if you solve the problem on the spot.

Ross Clurman2016-06-21T21:53:28-05:00June 21st, 2016|

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21 06, 2016

96% of dissatisfied consumers never complain — to you.

Ross Clurman2016-06-21T21:49:40-05:00June 21st, 2016|

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21 06, 2016

For every one customer complaint you hear, 26 other customers have remained silent.

Ross Clurman2016-06-21T21:48:16-05:00June 21st, 2016|

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Businesses that grow customer retention rates by 5% see profit increases ranging from 25%-95%.

In 1992, President George Bush established the first week in October as Customer Service Week.

In 1967, AT&T introduced the first toll free 1-800 number, which became the fastest and most cost-efficient way for customers to contact companies of their choice.

Of the seven common businesses that people usually visit in person, Americans rated banks and pharmacies the best for customer service whereas clothing/retail stores and fast food restaurants were rated at the opposite end of the scale.

Customer Experience 101: Cancelling Service Should Be Pleasant, Not Painful

It takes 12 positive experiences to make up for one unresolved negative experience.

It costs 10x more to acquire a new customer vs. keeping a current customer, and repeat customers spend, on average, 67% more.

70% of customers will eventually do business with you again if you solve the problem. 95% will if you solve the problem on the spot.

96% of dissatisfied consumers never complain — to you.

For every one customer complaint you hear, 26 other customers have remained silent.

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