Thank you to everyone who stopped to learn about my book Smile: Sell More with Amazing Customer Service during Milford Memories. Downtown Milford, Michigan was buzzing and the weather was perfect. Most of the people who stopped by seemed to understand the importance of excellent customer service.
The fact that you are bringing Smile: Sell More with Amazing Customer Service into your business to learn and improve means you “get it”. You are way ahead of the pack. You acknowledge the fact that your customer service could be even better. You are willing to put the time in to make it happen. I greatly admire that.
While 80% of companies think they are providing superior service, customers say only 8% are hitting the mark. (Bain and Company) By bringing my book Smile into your business, you are or soon will be in that 8%.
The importance of excellent customer service cannot be understated. The following statistics are alarming:
66% of customers switch companies due to poor service. (Accenture)
71% of those who experience positive social care experience are likely to recommend that brand to others, compared to just 19 percent of customers that do not receive a response. (MM Incite Social Care Survey)
It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. (White House Office of Consumer Affairs)
When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more money with the company. (Bain & Company)
89% of consumers began doing business with a competitor following a poor customer experience. (RightNow Customer Experience Impact Report 2011)
Poor customer service costs U.S. business an estimated $83 billion a year. (Parature Customer Service Blog)
The importance of excellent customer service needs to be understood by every business and employee. How do you feel about the importance of excellent customer service?
Kirt Manecke is the author of the award-winning books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Learn more about Kirt on his website.