El servicio al cliente es vital en la generación de la customer experience.
El servicio al cliente es vital en la generación de la customer experience.

Entre los servicio que Eureka! ofrece está la evaluación del servicio al cliente, dentro del marco global de la Customer Experience. Creemos que es de una importancia capital que tu cliente conserve un grato recuerdo de tus servicios, porque eso construirá un relato que expandirá de forma viral. Todo esto que parece muy teórico está demostrado y más que demostrado. Incluimos aquí unos cuantos datos (en inglés, pero facil de entender) que podrán aclararte hasta qué punto cuidar el servicio que prestas es vital:

  • Check out these customer service statistics to see the power of a positive customer service experience (and what happens when companies aren’t providing it).
  • By the year 2020 (coming up fast!), customer service will beat out price and product as the key brand differentiator. (Walker Info)
  • It’s 6-7 times more expensive to attract a new customer than to keep an existing one. (White House Office of Consumer Affairs.
  • A 10% increase in customer retention can result in 30% increase in company value. (Bain & Co.)
  • If customers have a “very good” or “excellent” service experience, 97% of them are “very” or “extremely” likely to tell friends and family about it. (Survey Monkey)
  • 89% of customers will start doing business with a competitor after a negative service experience. (VPI Corp)
  • 82% of customers stopped doing business with a company after a bad customer service experience. (RightNow)
  • Over 65% of customers say that valuing their time is the most important thing a company can do to provide good online service. (NICE)
  • Three out of five customers would try a new brand or company in order to get better service. (American Express)
  • Over 90% of customers who have an effortless service experience with companies will buy from that company again. (CEB)
  • Only a paltry 1% of customers feel that their expectations of good customer service are always met. (RightNow)

El artículo completo, con muchos más datos, aquí: http://customerthink.com/25-statistics-on-the-power-of-positive-customer-service/. Gracias a Antonio Tena (gran profesor de Marketing de Servicios del ICADE), que me abrió los ojos en esta cuestión.