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…but 80% of customers would prefer a person over digital channels Sources: • https://www.walkerinfo.com/customers2020/ • https://www.bluecorona.com/blog/29-small-business-digital-marketing-statistics • https://www.conversational.com/45-small-business-customer-service-statistics-justify-strategy-shift/ • http://www.newvoicemedia.com/blog/the-62-billion-customer-service-scared-away-infographic/ • http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html • https://www.superoffice.com/blog/customer-experience-statistics/ • https://www.forbes.com/sites/blakemorgan/2016/04/18/the-evolution-of-customer-service/#380e4df62442 Contact a SCORE mentor to help improve your customer service! HAPPY CUSTOMERS: TECHNOLOGY CAN HELP CUSTOMER SERVICE … 80% say that small businesses provide better service than larger companies! 43% of small businesses say improving customer experience & retention is their top growth strategy Ways businesses respond to customers: appreciate competent customer service representatives 78% say not reaching a “real person” is their #1 gripe 55% dislike having to repeat the same information multiple people 49% are annoyed when they’re kept on hold 41% dread having to navigate through multiple menus 39% of customers said they like when employees refer to them by name 86% MAKE IT PERSONAL: 45% calls 19% email 17% social media Happy Customers: Would pay more for a better customer experience 86% Would share the experience with 6 or more people 72% Would be more loyal 70% Unhappy Customers: Would simply leave 91% Would complain via social media 19% Would post an online review 23% BY THE YEAR 2020 ...CUSTOMER SERVICE WILL OVERTAKE PRICE & PRODUCT AS THE KEY DIFFERENTIATOR Service Price Product $$$
