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Sunday, 22 October 2017
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Customer Service Facts and a Few Opinions...

 

93% of customers indicated that quality customer service was vital to maintaining brand loyalty.
Source: Creative Strategies
 
A 5% increase in customer retention can increase profits by 25 - 95%.
Source: Bain & Co

Companies that make customer service a high priority see twelve times the return on sales than those companies with a low emphasis on service.
Source: International Customer Service Association
Only 1 out of 25 dissatisfied customers will express dissatisfaction.
Source - Business e-coach
68% of customers stop doing business with a company because of poor service. Yet 95% of dissatisfied customers would continue to do business with a company if their problem was solved quickly and satisfactorily.
Source: International Customer Service Association,
Reducing customer defections can boost profits by 25-85%. In 73% of cases, the business made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.
Source: NOP
1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years
Source: NOP
70% of customers left because of a lack of attention from front-line employees.
Source - International Customer Service Association
Two-thirds (or 66%) of customers do not feel valued by those serving them.
Source - Business e-coach
6-7 times more expensive to gain a new customer than it is to retain an existing customer.
Source - Bain & Co study in the Harvard Business Review
Happy customers tell 4 others of their positive experience.
Dissatisfied customers tell 12 how bad it was.

Source - Business e-coach
 
- 68% of customer defection takes place because customers feel poorly treated. Source: TARP
 
- It can cost five times more to buy new customers than retain existing ones. Source: TARP
 
- 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.
 
- Why customers quit:

1% die
3% move away
68% quit because of an attitude of indifference towards the customer by the staff.
14 % are dissatisfied with the product.
9% leave because of competitive reasons.

Source: How to win customers and keep them for life (2000) – Michael Leboeuf
 
- For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc
 
- It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc
 
- The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc
 
- 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc
 
- 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc
 
- 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc
 
- Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP
 
- 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown
 
- 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.
 
- A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.
 
- Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.
 
- It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.
 
- Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.
 
- It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner
 
- Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner
 
- A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner
 
- 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner
 
- It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner
 
- 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner
 
· It can cost five times more gain new customers than retain existing ones. Source: TARP
 
· For every customer who bothers to complain, 260 other customers remain silent. Source: Lee Resource Inc.
 
· It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc.
 
· The average "wronged customer" will tell 8-16 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc.
 
· Reducing customer defections can boost profits by 25% - 85%. In 73% of cases, the organisation made no attempt to persuade dissatisfied customers to stay; even though 25% said that a single apology would have prevented them from moving to the competition. Source: NOP
 
· 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown
 
· 56% - 70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC
 
· It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC
 
· Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: "Understanding Customers" by Ruby Newell-Legner
 
· Betsy Sanders in her book "Fabled Service" sums it up with:
- Share your passion for service
- Make service everything your company is and does
- Be of service in all that you do
- Act according to the believe that you are in business to serve your customers
- Serve those who serve your customers Design every part of your business with service as the desired outcome
- Be in business to serve society
- Create and sustain the service vision
 
· "Thank you very much" These are the four most important words you can ever say, or will ever hear. Source: Unknown
 
· SERVE, (from Latin: servire = to serve). To exert oneself continuously. To render service so as to benefit, help, or promote. To deliver in readiness. To furnish or supply. Synonyms: aid, advance, help assist.
 
· In the real world there are YES and NO. In SERVICE there are Yes and "May I suggest the following?"
 
· Before starting any shift: Take three deep breaths. Say: I can do this.
 
· Given a choice between a smiling person and one who is frowning, who would you approach?
 
· Tell me to what you pay attention and I will tell you who you are. Source: Albert Einstein
 
· If it's out of your control, don't waste time worrying about it. Focus on those things that you CAN control.
 
· Never be defensive with a customer. Never hid behind a counter or desk. Never make excuses. Only amateurs do that stuff.
 
· THANK YOU NOTES - Anybody can write one. Everybody loves getting one.
· If you are offered a company training class: GO.
 
· Many forgive injuries, but no one forgives contempt. Source: Thomas Jefferson
 
· People solve problems. Technology only helps to make the solutions faster.
 
· It takes more time to complain that it takes to change.
 
· Nothing great was ever achieved without enthusiasm. Source: Ralph Waldo Emerson
 
· Keep my words positive: Words become my behaviours. Keep my behaviours positive: Behaviours become my habits. Keep my habits positive: Habits become my values. Keep my values positive: Values become my destiny. There is no dress rehearsal: This is one day in YOUR life. Source: Mahatma Gandhi
 
· Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. Source: Stew Leonard
 
· Customer satisfaction is worthless. Customer loyalty is priceless. Source: Jeffrey Gitomer
 
· Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it. Source: Larry Winget
· If you're not serving the customer, your job is to be serving someone who is. Source: Jan Carlzon
 
· There is only one boss. The customer. And they can fire everybody, by spending their money somewhere else. Source: Sam Walton
· Do what you do so well that they will want to see it again and bring their friends. Source: Walt Disney
 
· If you don't genuinely like your customers, chances are they won't buy. Source: Tom Watson