5+2 new facts you cannot ignore as a customer service manager

Whenever you attend marketing, management or customer service conferences, or speak to management consultants, for that matter, you are bound to hear a whole bunch of quotes and "buzz-sentences" again and again.

For your benefit, TeleFaction brings you selected facts that are important for most businesses and organizations. The survey source is written in italic.

1. Consumers who reach and automated system rather than a live person say they will do less business with that company (Aspect Index 2007)

2. Consumers who do not have to repeat information are 1.6 times more likely to conduct future business with a company (Aspect Index 2007)

3. Consumers that are allowed to opt out of an automated system and reach an agent when needed are 1.9 times more likely to do future business. (Aspect Index 2007)

4. Consumers on average prepare 10 minutes for a call and wait for 4.5 minutes to reach an agent. Yet, 62 percent of consumers hang-up (occasionally or almost always) before they are connected to an agent. (Aspect Index 2007)

5. Those who have a typical consumer experience are more likely to hang up than those who have an exceptional experience.  (Aspect Index 2007)

6. Three in ten consumers who are satisfied will conduct more business with a company; eight percent of those will do much more business. (Aspect Index 2007)

7. Twenty percent of consumers are likely to switch companies based on their latest interaction. (Aspect Index 2007)
                     

Read previously published facts you cannot ignore.

1. Customer experience, customer referrals, customer retention, customer churn, customer service

2. Customer Strategy, Phone Service, contact centers, call centers, customer service

3. Switching, repeat buy likeliness, complaint management, customer service

4. Marketing research, supplier satisfaction and switching

5. Customer experience and referrals, customer retention, customer service – 23 facts