The past few years have been focused on creating systems to ensure consumer satisfaction and brand loyalty. 2014 started incorporating recent digital technology to handle customer relations. The next couple of years were about customer journey (2015) and customer connection (2016). This year, it is all about consolidating costumer experience and providing high-quality service.
Various channels have been created to improve interactive communications with customers. However, some customer-centered groups observed customer relationships being taken over by technology to speed up correspondence instead of making it more personable and gratifying. Using new media and good old-school techniques should still aim at servicing improvements.
Before creating approaches on customer retention and improving relations, organizations should always assess and analyze their figures. What percentage of their client base considers service as a gauge for measuring their value to a brand? Did they lose a significant number of customers because of bad or poor experience? These are some of the basic and important questions to guide brands in addressing customer needs.
Important Customer Service Statistics
1. Brands in the U.K. are currently losing nearly £15 billion annually due to poor customer service. ~Harris/ClickSoftware Survey
2. 40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies, and 70% expect a company website to include a self-service application. ~ The Real Self-Service Economy Report
3. 71% of those who experience positive social care experience are likely to recommend that brand to others, compared to just 19 percent of customers that do not receive a response
~ NM Incite Social Care Survey
4. 60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. (UKCSI Customer Satisfaction Index)
5. 97% of consumers worldwide say that service is highly regarded or somewhat essential in their choice of and loyalty to a brand. (2015 Global State of Multichannel Customer Service Report)
6. 90% of consumers now expect a brand or organization to offer a self-service customer support portal; 60% of consumers have a more favourable view of the brand if their self-service offering is mobile-responsive. (2015 Global State of Multichannel Customer Service Report)
7. 45% of customers can’t remember having a recent successful customer experience. Most failures were related to disappointing customer service: 35% of the survey respondents experienced poor response times; 30% said the employee they contacted was poorly trained; 31% said the employee they spoke too wasn’t empowered to help; 29% of customers received inaccurate or conflicting information when they did talk to customer service representatives. (SDL 2015 The Global CX Wakeup Call Report)
8. 60% of UK consumers prefer a balance of price and service and will not accept low service levels in exchange for a lower priced product. (UKCSI Customer Satisfaction Index)
9. As of November 2016, customer satisfaction has increased by 0.8 points since last year and is at its highest point since January 2013 – UK Institute of Customer Service
10. Satisfaction with complaint handling is also at its highest level ever. Just over 1 in 3 customer experiences take place over digital channels – UK Institute of Customer Service