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Stats: consumers will pay more for better customer service

While technology can help, good old fashioned quality customer service still reigns supreme for your company’s bottom line.

customer service

customer service

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.

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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:

Written By

Marti Trewe reports on business and technology news, chasing his passion for helping entrepreneurs and small businesses to stay well informed in the fast paced 140-character world. Marti rarely sleeps and thrives on reader news tips, especially about startups and big moves in leadership.

1 Comment

1 Comment

  1. mattdollinger

    August 7, 2012 at 2:08 pm

    Love this – shared it through our whole company this morning and made me think about every experience I have ever had at @apple store and @penninsula hotels.  Another good read is how the Ritz inspired the Apple store 
    https://www.forbes.com/sites/carminegallo/2012/04/10/how-the-ritz-carlton-inspired-the-apple-store-video/  
     
    Great post.

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