Select an Account to Sign In

Thryv

Text & Email, Appointment Scheduling, Customer Database

MyDex Account

Pay Bills, View Reporting, Manage Your Listings

Back Office

The REAL Cost of Bad Customer Service [Infographic]

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
(Visited 71 times, 1 visits today)
Share on: Share to Facebook Share to Twitter Share to LinkedIn
Comments

Like what you see?
Get more free content.

Next Up In Back Office

Surviving Coronavirus (COVID-19): Crisis Resources for Small Business

Surviving Coronavirus (COVID-19): Crisis Resources for Small Business

Read More

Running a Small Business in a Virtual World: 5 Ways to Adapt to the COVID-19 Outbreak

Running a Small Business in a Virtual World: 5 Ways to Adapt to the COVID-19 Outbreak

Read More

[Podcast] Immediate Steps You Can Take to Combat the Financial Effects of COVID-19

[Podcast] Immediate Steps You Can Take to Combat the Financial Effects of COVID-19

Read More

Explore the Blog