We are now living in the age of the customer, and in this post we’ll uncover some surprising facts you probably didn’t know about customer service.
Fact #1: News of a bad customer experience spreads more rapidly than news of a good one.
According to a 2011 American Express Survey, “Americans tell an average of 9 people about good experiences, and tell 16 people about poor experiences.” That’s nearly double. The good news is you can avoid this when you leverage any of Commercient’s apps, including our SYNC and IoT Pulse integration apps. Your staff will be able to access customers’ info in real time and customers won’t have to wait hours or days to receive the answers they need.
Fact #2: Loyal customers are more profitable than new ones.
According to the White House Office of Consumer Affairs, as reported by Help Scout, “on average, loyal customers are worth up to 10 times as much as their first purchase.” Additionally, Marketing Metrics found that the probability of converting a new prospect is 5% to 20%, while the probability of selling to existing customers is 60% to 70%. This is why it is so important to constantly engage your existing customers, as they can help you bring in new business through word-of-mouth and referrals. So, the more your existing customers are satisfied, the more inclined they will be to tell other people about those experiences.
Fact #3: Customers are willing to spend more money for superior customer experiences.
According to the American Express Survey, 70% of Americans said they were willing to spend more with companies they believe provide excellent customer service. When you show your customers that you value them, they naturally feel appreciated and come to have a stronger emotional connection to your business. As a result, they will pay more for your products and services.
Here at Commercient, customer satisfaction is our #1 priority, and we value each and every one of our customers. So, we make sure that our reps are always ready to connect you with a skilled expert to answer any question may have regarding SYNC, IoT Pulse, Sync2Pay, or any of our other services or products. We’re only a phone call, chat, or email away.
Fact #4: More and more customers like using live chat.
According to a Forrester survey, the percentage of customers who have used live chat for customer service has grown from 38% in 2009, to 58% in 2014, and it’s continuing to rise. Additionally, a study called “Making Proactive Chat Work” found that “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.” So if you don’t have a live chat option on your website, you should consider investing in it. At Commercient, we encourage all our customers to use our live chat option, because it’s convenient for them, increases sales, and give us an edge of our competition.