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Companies that make an effort to improve their customer experience also see employee engagement rates go up.
True!
Consumers will wait on hold for an average of 30 minutes before hanging up.
False! It's 11 minutes!
The #1 reason people dislike calling companies: not being able to speak to a real person right away.
True!
Customer satisfaction ratings for live chat are often higher than all other support channels, likely because of the speed and conversational nature.
True!
Customers expect businesses to respond to their emails within an hour.
True!
The average wait time on social media is two hours.
False! It's nine hours!
Americans are more likely to post about good experiences than poor experiences on social media.
True!
After having a positive experience with a company, 27% of customers would recommend it to a friend.
False! It's 77%!
Millennials (those born in the 1980s, 1990s, or early 2000s) are willing to spend the most for great customer care.
True!
It is more expensive to acquire a new customer than it is to keep a current one.
True!
U.S. companies lose $2 billion annually due to poor customer service.
False! It's $62 billion!
33% of Americans say they’ll consider switching companies after just a single instance of poor service.
True!


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