The last couple of days I came across two interesting articles regarding customer service and how instrumental it is to the success of online business’s.  I think sometimes we can get caught up in the idea that features and pricing make all the difference but these two studies show that they are only supplements to success.

This excerpt from the techcrunch report I thought summed up the report quite well.

“The Customer Experience Impact 2010 report reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away.

Almost everybody surveyed, a full 95%, said after a bad customer experience they would “take action.” 79% of U.S. consumers said they blabbed about their negative customer experiences in public and amongst friends. Of consumers who took to social media sites including Facebook and Twitter to publicly air a complaint, 58% expected a response from the company, 42% expected a response from a company within a day, but only 22% said they’d actually gotten a response as a result of griping there.”

The second article I came across from the Getsatisfaction.com really drives home the point of how vital customer service really is.  It shouldn’t surprise us at all that the top e-commerce destinations online are not only known for great pricing and features but more importantly are know for fanatical customer service.. think Amazon.com and Zappos.com

fastest-ways-to-lose-customers

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