We have always known the importance of customer service and how it can boost customer retention and better word-of-mouth. But, the fact that it can help increase spend is an interesting statistic.
In a recent study, it is interesting to see that Indians value customer service the most!
Excellent customer service can push customer spend - Indians will spend 11% more vs Americans at 9%!
According to the same report, a majority of Americans report that quality customer service is more important to them in today’s economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service. This average spending boost ties US consumers in third place with Italian consumers, only consumers in Japan (10%) and India (11%) have a higher average spending increase resulting from excellent service.
Here are some interesting additional highlights:
- Customers themselves spread the good news. Positive Service experience generates great conversations amongst customers and their friends.
- 48% felt companies are helpful but don’t do anything extra to keep their business!
- 21% believe that companies take their business for granted!
- When deciding which companies they do business with, it includes personal experience (98%), a company’s reputation or brand (92%), and recommendations from friends and family (88%).
It's time to put the customer at the center of customer service and do what it takes to keep them surprised, engaged and involved. Not just satisfied.