The document highlights the critical importance of customer service, stating that loyal customers are significantly more valuable than their initial purchases, and that poor service drives away business. It cites various statistics, such as 89% of customers abandoning companies due to poor service and the fact that it costs much more to acquire new customers compared to retaining existing ones. Ultimately, the document argues for improvements in customer service to enhance loyalty and reduce churn.

1. Customer Service Statistics
Can your company afford poor customer service?
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2. Check out these customer service stats.
Then ask yourself…
“Can I afford to not level up my
customer service?”
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3. Customer Service Stats & Facts
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4. On average loyal customers are worth
10x's more than their first purchase.
Source: White House Office of Consumer Affairs
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5. 89% of customers have stopped
doing business with a company
after experiencing poor customer service.
Source: Right Now Consumer Experience Impact Report
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6. It's 6-7x's more expensive to acquire a new
customer than retain an existing customer.
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7. News of Poor Customer Service Reaches Twice as
Many Ears as Praise For Good Customer Service.
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8. It Takes 12 Positive Experiences to Make Up
for One Unresolved Negative Experience.
Understanding Customers” by Ruby Newell-Legner.
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9. 91% of unhappy customers will not be
willing to do business with you again.
Source: Lee Resources
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10. 8%
While most
companies claim
they provide
“superior”
customer service,
only 8% of people
agree with these
same companies.
Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
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11. 78% of consumers have
bailed on a transaction or
not made an intended
purchase because of poor
service experience.
Source: American Express Survey, 2011
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12. 15% of customer base the average American business
loses annually from customer service experience.
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13. Probability of selling to:
60-70%
An existing customer
5-20%
An new prospect
Source: Marketing Metrics
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14. 3 in 5 Americans (59%) would try a new brand or
company for a better service experience.
Source: American Express Survey, 2011
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15. A customer is 4 times more likely to buy from a
competitor if the problem is:
Vs.
Service related
Price or product related
Source: American Express Survey, 2011
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16. Customer Churn is Attributed to the Poor
Quality of Customer Service
Source: American Express Survey, 2011
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17. Organizations that can integrate
communities into customer
support can realize cost
reductions up to 50%
Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age"
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18. Source: Gartner
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19. HiveSocial for Customer Service™
SaaS
SaaS
Social business platform
Blog | Post | Comment | Wiki | Chat | Brand
Mobile
|
Activity Streams
|
File Repository
Award and Recognition
API
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20. HiveSocial for Customer Service
Decrease support center costs
Increase brand loyalty
Recognize super fans
Deepen your customer relationships
Drive sales
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21. For more information
Contact Sales
@enterprisehive
sales@enterprisehive.com
804.438.9393
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