Linda Bustos (Getelastic.com, @getelastic) has recently shared an infographic detailing the perils of bad customer service shown below (click the image to view the infographic in full). Good intuition reminds you to prioritize keeping a customer happy. But how impacting is bad customer service?
“It costs significantly more to acquire a customer than keep one,” says Bustos. Sure, maybe you already knew that. Nevertheless, heed Bustos’s comment when she says bad customer service can lead to permanent effects on your online store. Regardless of the fact that you’re probably interacting with your customers through email, live chat or over the phone (as opposed to physically in-person), building strong customer relationships necessitates over-the-top customer service (i.e. going above and beyond).
Although only 8% of respondents in the infographic poll said they would post comments on social media sites after a positive experience, that 8% can still impact whether or not new or existing customers knock on your door. Providing a positive shopping experience encourages existing customers to want to share how positive their experience was. Take a look at the infographic to see more, and head off to Bustos’s article, How Consumers Respond to Bad Customer Service.
-Christopher Lin, lexity.com