Customer Service Expectations Are Rising: Is Your Business Keeping Up?
by Rieva Lesonsky,
March 23, 2019

Customers’ expectations for service continue to rise, and the quality of your customer service can make or break your business, according to the Gladly 2018 Customer Service Expectations Survey.

Here’s what this survey of nearly 1,000 U.S. adults found and what you can learn from it.

Consumers value great service
  • 54% make purchasing decisions based on customer service; for 19% it’s the single most important factor in their decision of which companies to patronize.
  • 98% would rather talk to a live person than deal with a recording when they call customer service.
  • 68% would pay more for products or services from a company with good customer service.
Millennials place an even higher premium on good service than Generation X and baby boomers. They’re almost four times more likely than boomers to pay 20% more for good service.

You only have a few chances to get it right
Almost three-fourths (73%) of customers are willing to give a company more than one chance to deliver good customer service. But for 26%, just one bad customer experience is enough to persuade them to switch companies. And 92% would switch to another company after three bad experiences.

Online reviews matter more than ever
When making a purchase, consumers are 50% more likely to rely on online reviews than recommendations from friends and family. And only 8% of consumers rely on company advertising when making a purchase—so you might want to reduce your advertising spending and put that money into customer service instead.

Consumers share the good and bad
Customers are more likely to praise companies than to criticize them. After a good customer experience, 80% of consumers will recommend a company to friends and family and 40% will post about it on social media.

After a bad experience, 67% of consumers would actively dissuade friends and family from buying from the company and 42% would post about it on social media.

Very nice article djbaxter .

I am adding one more reason why ...

This is one of the old one but re-creating here again.

In a business if any one challenge LOGIC and EMOTION. Guess who wins!!!! Yup its EMOTION.
A good read and very accurate at that. It's true that very few people tend to believe company advertising nowadays. They can be quite catchy but when they read reviews or feedback from other people about it, it will either strengthen or weaken the ad that they just saw. Social media influencers and reviews about goods and services as well as excellent customer service have a major impact in a company's success in business and will likely predict how long a company will last.
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