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May 30, 2014 — A weekly look at Wyoming business questions from the Wyoming Small Business Development Center (WSBDC), part of WyomingEntrepreneur.Biz, a collection of business assistance programs at the University of Wyoming.
By Doran Fluckiger, Wyoming Entrepreneur SBDC southwest regional director
“Customer service doesn’t matter, or does it?” Dori, Basin
Everyone has opinions about whether customer service has an impact on businesses. What facts and statistics are available to prove or disprove that customer service makes a difference?
James Digby, a renowned business expert, provides several facts regarding the impact of customer service on businesses. Digby’s article, titled “50 Facts about Customer Experience,” can be found on the website http://returnonbehavior.com.
Below are six powerful facts about the impact customer service has on businesses:
-- 96 percent of unhappy customers don’t complain; however, 91 percent of those will simply leave and never come back -- 1st Financial Training Services.
-- A dissatisfied customer will tell between 9-15 people about his or her experience. Around 13 percent of dissatisfied customers tell more than 20 people -- White House Office of Consumer Affairs.
-- Happy customers who get their issues resolved each tell about 4-6 people about the experience -- White House Office of Consumer Affairs.
-- 70 percent of buying experiences are based on how customers feel they are being treated -- McKinsey and Company.
-- 55 percent of customers would pay extra to guarantee better service -- Defaqto Research.
-- Price is not the main reason for customer churn; it actually is due to the overall poor quality of customer service -- Accenture global customer satisfaction report from 2008.
According to the facts collected by Digby, customer service does influence your business profitability. Business owners should take time to evaluate methods to improve customer service.
Contact a local Wyoming Small Business Development Center adviser to discuss methods to improve customer service for your business.
A blog version of this article and an opportunity to post comments is available at http://wyen.biz/blog1/.
The WSBDC is a partnership of the U.S. Small Business Administration, the Wyoming Business Council and the University of Wyoming. To ask a question, call 1-800-348-5194, email firstname.lastname@example.org or write 1000 E. University Ave., Dept. 3922, Laramie, WY, 82071-3922.