Customer service in 2012
With the rise of technology, companies are doing more online than ever. Have a complaint? Fill out a form online instead of talk to an employee inside of a store. The assumption is becoming that customer service is less important as consumers are seeking faster and more tech-based solutions for communicating with and interacting with product and service providers.
That assumption that many have is false, and as professionals are grasping at the next shiny technology, it is arguable that customer service continues to trump any new toy, but the tricky part of this equation is that customer service now includes your web presence which includes points of contacts.
Consumers are willing to give you more money
While emphasis is certainly on speed of service, quality still reigns supreme, and studies show that consumers are willing to pay more for better service. In 2011, 70 percent of Americans said they were willing to spend more with companies they believe provide excellent customer service, whereas just one year prior, the number was just under 60 percent. Additionally, studies show that it is six to seven times more expensive to acquire a new customer than it is to keep a current customer.
Walk into any Nordstrom in America and tell the first employee you see that you are shopping for a single pair of socks. There will be no eye rolling, no pointing to where they are, rather that person will offer to walk with you and help you to make your fashion decision, even if you’re only spending $8. They’ll also check you out at the register and wrap your single pair of socks in tissue paper as if you just purchased a $2,000 watch. The service is the same, no matter the price point or time investment that employee has to dedicate.
Statistics on customer service
What is your company doing that caters to the rising desire for customer service? Check out the presentation below for a slew of statistics on customer service to find inspiration for your own business: