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33% of Americans say they’ll consider switching companies after just a single instance of poor service.
True!
U.S. companies lose $2 billion annually due to poor customer service.
False! It's $62 billion!
It is more expensive to acquire a new customer than it is to keep a current one.
True!
Millennials (those born in the 1980s, 1990s, or early 2000s) are willing to spend the most for great customer care.
True!
After having a positive experience with a company, 27% of customers would recommend it to a friend.
False! It's 77%!
Americans are more likely to post about good experiences than poor experiences on social media.
True!
The average wait time on social media is two hours.
False! It's nine hours!
Customers expect businesses to respond to their emails within an hour.
True!
Customer satisfaction ratings for live chat are often higher than all other support channels, likely because of the speed and conversational nature.
True!
The #1 reason people dislike calling companies: not being able to speak to a real person right away.
True!
Consumers will wait on hold for an average of 30 minutes before hanging up.
False! It's 11 minutes!
Companies that make an effort to improve their customer experience also see employee engagement rates go up.
True!
Based only on appearance, it takes someone how long to form an opinion of someone else..
an hour
1 minute
30 seconds
1 second
4 out of 10 consumers will report a bad customer service experiecne
False! It is 6 out of 10.
In 2022 the cutomer experience management market was worth $2 Billion.
False! It was worth $11.34 Billion!
Do people actually read the reviews for local businesses before visiting the business?
True! 87% of consumers read the online reviews.
