Bonjour to all, I wanted to share with you this great article on some statistics in regards to Customer Experience. Very interesting facts:
- 79% of consumers would prefer to contact a customer service center over the telephone
- Training is paramount for customer service representatives and anyone in your business who handles incoming client communications.
- 1% improvement in first call resolution would result in a $276,000 reduction in annual operational costs
- 55% of customers would cease buying from a company that provides poor customer service
- After going through a good customer service experience with a company’s mobile app, 81% of customers will use social media and word of mouth to tell others about their positive experience