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The State of UK multi-channel customer service – 2015 [Infographic]
UK consumers have growing expectations of customer service, and they need to be met regardless of channel or device
Customer service is often treated as an after-thought. Marketing, Advertising, PR, Sales, are all more glamorous and tend to get the lions share of investment, in part because on the face of it they seem more likely to lead to ROI. They all have the potential to generate more business and make money, but customer service doesn’t. It’s just dealing with problems, nothing exciting there.
Or so you might think. But the truth is looking after your existing customers and making them happy leads to vastly higher rates of loyalty, helps strengthen the brand and will generate far better online reviews and will in fact lead to sales via word of mouth. 97% of UK customers say customer service is important when choosing a brand, and 63% say they have stopped doing business with a brand because of poor customer service. This means it is critical for your bottom line to get it right, and today’s discerning and busy customer expects good customer service across channels and devices. This infographic provides lots of interesting stats on multichannel customer service in the UK and customers expectations of it, which can help you in forming your customer service strategy
Thanks to Parature for publishing this infographic
From our sponsors: The State of UK multi-channel customer service – 2015 [Infographic]
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