Happy Customers Breed Business Success
Five9 (News - Alert) announced the discoveries from its inaugural Five9 Customer Service Index, conducted by Zogby Analytics. The study found that 77 percent of customers will no longer purchase from a company where they had a bad customer service experience. While this is not a new concept, it highlights a continued need for businesses to focus on retention strategies.
Customer satisfaction was deemed the most critical factor when it came to customer service overall; over 90 percent of respondents to the survey claimed it was “very important.” Consumers ranked it even higher at 96 percent, saying it was the determining factor on where they chose to conduct business and spend money.
With Black Friday barely in the past and Cyber Monday (News - Alert) upon us, the holidays are just around the corner, and online and in-store shopping are both going to be at all-year highs. That means that, whether it is face-to-face, phoning a call center, or a live chat, the customer must remain thoroughly satisfied.
“Businesses are realizing that discounts are not always enough to complete a sales transaction,” said Dan Burkland, EVP Global Sales & Services, Five9. “With so many shopping options these days, consumers are quick to take their business elsewhere when their expectations are not met. Having insights into how businesses and consumers perceive customer service allows us to help our customers and partners provide an improved experience and ultimately become more financially successful.”
One method that is helping with an efficient customer service experience is the ability to track purchasing history. Though some consumers found this knowledge invasive, 77 percent felt that it was a more effective way of shopping. Along with that, more is typically expected from businesses today than what was once deemed acceptable, especially with the holidays.
Additional factors found in the study:
Customer service is more important to women than men: 92 percent of women versus 85 percent of men consider great customer service a factor in where they shop. Pricing is huge, as 91 percent of shoppers are heavily influenced by numbers on tags.
What makes for a great all-around customer service experience for you?
Edited by Erik Linask