When a company seeks to grow its current client base or increase profits, the first impulse is often to invest in pricey marketing efforts or bulk up the sales team. But, in reality, these may not be the solution.
In many cases, it’s more effective to turn your focus inward and examine the customer service skills of your employees. Here are a few statistics that illustrate this point and put the value of customer service into perspective:
- 84% of customers say their expectations were not exceeded during their last customer service interaction.
- Approximately 44% of consumers take their business elsewhere after having a poor customer service experience.
- It costs five times as much to acquire a new customer than it does to retain a current one.