Unlock the benefits of customer service-led growth
Customer service isn’t just about finding a quick solution to any one customer problem. It’s about building a long-term relationship, one where each customer interaction offers opportunities for deeper, more valuable engagement.
With more people buying online than ever before, customer service is now a key differentiator in the eyes of customers and companies alike. Customers expect service to be quick, easy, and effective, and they're willing to look elsewhere if they don’t get it. In fact, more than 60 percent report that they now have higher customer service standards after the past year’s crisis. It’s a trend likely to continue, with 73 percent of business leaders reporting a direct link between their customer service and business performance.
In this new business reality, customer service agents play an increasingly important role. And whether a company exceeds or falls short of customer expectations is often directly tied to business success.
It’s a high-stakes game—61 percent of customers would now defect to a competitor after just one bad experience. That’s a 22-percent jump from the previous year. Make it two negative experiences, and 76 percent of customers are out the door.
As the saying goes: no risk, no reward. For companies that succeed at wowing customers, the opportunities for growth are immense. Not only will they lay claim to the growing number of customers that shop with a service-first mindset, but they will also have a real shot at expanding, retaining, and deepening their customer base:
Quality customer service can drive sales
There are real consequences of inaction. Companies only have a short window of time to get it right.
More than 60% of customers say they now have higher customer service standards.
And while many have already placed customer service at the top of their wish lists for 2022, not everyone is primed to realize their growth ambitions. We identified five customer service traps that may ultimately impede a company’s chances of success, as well as insights and strategies to overcome these challenges.
Businesses priorities for the next 12 months are service-related