10 Customer Service Insights for eCommerce Companies


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The world of eCommerce is constantly in a state of flux. New technologies breed new products, which breed new problems for brands and retailers who sell online.

But one thing will never change: Strong customer service is the fuel that drives every successful business, whether it sells online, in stores, or both.

In this slideshare you will find inspirational quotes from the heads of companies that offer stellar customer service, see which companies have the best reputations, and gain statistical insight into what customers want.

Published in: Business, Education
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10 Customer Service Insights for eCommerce Companies

  1. 1. Shopatron Slideshow 10 Customer Service Insights for eCommerce Companies
  2. 2. 5 Inspirational Quotes About Quality Customer Service From Five Famous Founders
  3. 3. “Your most unhappy customers are your greatest source of learning.” Bill Gates Microsoft Source: Sources of Insight, January 2011
  4. 4. “There is a spiritual aspect to our lives–when we give, we receive–when a business does something good for somebody, that somebody feels good about them!” Ben Cohen Ben & Jerry’s Source: Customer Service Manager, January 2011
  5. 5. “There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.” Sam Walton Wal-Mart Source: Entrepreneur, October 2008
  6. 6. James Cash Penney J.C. Penney “Courteous treatment will make a customer a walking advertisement.” Source: Brainy Quote, 2013
  7. 7. Jeff Bezos Amazon “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” Source: Econsultancy, August 2013
  8. 8. 8 Great Examples of Great Customer Service
  9. 9. Johnson & Johnson Ranked fourth in social responsibility, third in emotional appeal, third in products and services, and fourth in workplace environment. Received a reputation score of at least 80 every year between 2006 and 2013. Source: The Huffington Post, March 2013
  10. 10. Google Approximately 44% of customers rate Google’s customer service as excellent, with 41% rating it as good, and only 3% rating it as poor. Source: The Huffington Post, March 2013
  11. 11. Disney Achieved a reputation score above 80 for three consecutive years. Disney maintains a stronger emotional appeal with customers than any other company. Source: The Huffington Post, March 2013
  12. 12. Apple Though Apple has recently had a turbulent relationship with investors, it maintains a strong connection with consumers, more than 40% of whom rate Apple’s customer service as excellent. Source: The Huffington Post, March 2013
  13. 13. Amazon Despite much of the vitriol aimed at the country’s largest online retailer, Amazon continues to delight customers more and more each year. More than 53% of survey respondents rated Amazon’s customer service as excellent, and only 1.8% rated it as poor, according to the Huffington Post. Source: The Huffington Post, March 2013
  14. 14. Looking for more eCommerce inspiration? Head over to the Shopatron website for dozens of resources on how to transform your eCommerce strategy. ecommerce.shopatron.com/resources