Satisfied customers are key to business success. Recent Aberdeen Group research indicates that satisfied customers not only increase their spending on products and services, but also promote the organization’s brand and drive new business via referrals.
Now, customers are using different channels to interact with businesses and how you react can make or break the customer service experience. These days, customers want to interact on whatever channel is most convenient for them; whether it’s on social media sites like Facebook or Twitter, email services, or live chat. Customers also expect high-level customer service interaction from you or your call center on these different channels, and quickly. According to a study by Millward Brown Digital, 72% of people who complain on Twitter, expect a response in less than an hour. In the age of social media, just one poor customer service experience in the form of a tweet or post can cause harm to your business.
Winning with customer service can drive loyalty, referrals, and increase business for your organization.
Multi-Channel Merchant posted this great info graphic based on key data from the Aberdeen Group.
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