On average, a customer will tell 15 people when they’ve had a good experience with customer service but a whopping 24 when they have a bad experience. Social media, of course, makes those stories a lot easier to tell.
Financially it cost companies 5 times as much to acquire a new customer as it does to keep an existing customer. The amount of money lost due to bad customer service is roughly $83 billion annually in the U.S.
Luckily, thanks to Shankman|Honig‘s new A Penny Saved Is A Customer Earned infographic, we have a list of the top complaints. Ranking in at number 1 is deception followed by rudeness, incompetency, inflexibility and lateness.
My head was nodding in agreement as I read through those.
Shankman|Honig says the number one rule in customer service is the same rule for life: treat others the way you would like to be treated. Review the full graphic and recommendations below.