As a business professional, you know that the customer experience is crucial to your overall success. Here are some stats that your business needs to know:
After one negative experience, 51% of customers will never do business with that company again. -New Voice Media
Yikes! Bad experiences are inevitable, but just one will lose you more than half of your potential customers. Can your business afford that?
Customers are 4x more likely to make a purchase when they have a referral. -Extole
You know what they say about word of mouth marketing! It turns out that it's true. Make sure you're harnessing all of your potential customers by paying attention to the power of testimonials.
7 out of 10 consumers have spent more money to do business with a company that delivers great service. -American Express
On the flip side, this stat proves that customer service is an investment you need to make. 70% of consumers are waiting for your business to provide a great experience, and they're willing to pay.
When it comes to making a purchase, 64% of people find customer experience more important than price. -Gartner
Just to drive home how crucial the customer experience is, we have this stat for you. Customers are no longer looking for just the best deal. Sure, a good price helps, but more than half of consumers know that experience is truly more important than cost. Why? More and more, people are valuing their time over their cost, and it shows in buying patterns.
U.S consumers are willing to spend 17% more to do business with companies that deliver excellent service. -American Express
We don't know a business that doesn't want a 17% boost. This can be done simply by ensuring your clients have a seamless customer journey.
68% of people still contact customer service by phone first. -New Voice Media
We've all been hearing about "the death of the phone call" for a while now, so this stat might come as a surprise! People really still do want to solve problems with an actual person rather than use automated options like chat or websites. So why do we hear so often that phone calls are going out of vogue?
The #1 reason people dislike calling companies: not being able to speak to a real person right away. -New Voice Media
Here's the reason. There are few things more frustrating than trying to reach an actual human and being redirected by an endless phone tree, just to hit voicemail. This reason far outnumbered any other reason people avoid making phone calls.
In the last year, 67% of customers have hung up the phone out of frustration that they could not talk to a real person. -Help Scout
That frustration has direct results, and they don't bode well for the long term success of your business. If your clients are hanging up, they're not going to give you another chance. They're headed straight to your competition, and they're ready to spend more with them for an experience that is less frustrating.
84% of the message over a phone call comes from your tone of voice.-Customers That Stick
You might be surprised by this statistic, but it makes sense upon further reflection. If you don't have a trained professional answering your calls, you're falling behind your competition.
The cost of onboarding alone for a mid-range office manager position is $8,000. -Center for American Progress
You'd think the solution to all this is hiring more staff, but that's an expense few businesses can truly afford. Besides that $8,000 starting cost, you need to factor in benefits, vacation and sick leave, training, space costs, and more. Your customers need special attention, but more likely than not, your current team is busy and you can't afford new team members just for customer service.
So, what's the takeaway?
- Bad customer experiences will cost you more than you might anticipate
- People value their own time over price and will pay to reflect that
- Your customers want to call you and have a great experience
- Adding in house team members is expensive
NexaProfessional is here to help. Our team of virtual receptionists can handle call answering, appointment scheduling, lead qualification, and more, 24/7/365.
You need a service that works as hard as you do. We provide a premium customer experience that helps your business grow and that your customers deserve.