Select an Account to Sign In

Thryv

Text & Email, Appointment Scheduling, Customer Database

MyDex Account

Pay Bills, View Reporting, Manage Your Listings

Share: Share to Facebook Share to Twitter Share to LinkedIn

The REAL Cost of Bad Customer Service [Infographic]

By | 06.26.14
The REAL Cost of Bad Customer Service [Infographic]

It’s all too easy to think of bad customer service as a series of isolated incidents. Sure, things can get a bit unpleasant when disgruntled customers threaten to take their business elsewhere, or when they decide to share their negative experience with their friends and family. But eventually, it all blows over and things return to normal, right?

Well, that may have once been the case, but things have changed considerably over the past decade. The internet (and social media in particular) have given angry consumers a voice, and these “isolated incidents” may now end up hurting your reputation and driving your customers away to the competition.

The good folks at ClickSoftware have put together this infographic that illustrates just how much poor customer service can impact your bottom line. Some key takeaways:

  • Poor customer experiences result in an estimated $83 billion loss to businesses in the U.S. Ouch!
  • Even though the Social Media industry has a reputation for treating its customers badly, social media itself has totally revolutionized the way customer service works.
  • Nearly 64 percent of consumers think customer service is more important than price when choosing a business.
  • Nearly 43 percent of consumers feel that business websites provide the best level of customer service. Conversely, less than 6 percent think that online chat is a viable channel for support.
real-cost-bad-customer-service
Share: Share to Facebook Share to Twitter Share to LinkedIn
Comment
  • Nathan Noom

    I thought this article was fabulous!

Like what you see?
get more free content.

Next Up In Back Office

Prep for Small Business Saturday in 5 Easy Steps

With Small Business Saturday® 2017 a little over a month away, local business owners everywhere are clamoring to get in...

Read More

This Percentage of Small Businesses Have a Formal Business Plan

Let’s get right to it: It’s 33%. A recent survey revealed that around 33% of small businesses have a...

Read More

Getting Up Close and Personal with Proximity Mobile Payments

Time for a pop quiz, folks. Here we go: What do the following things have in common? Puppy dog...

Read More

Explore the Blog