The Truth about Social Care Statistics

Tuesday, 20 January 2015 by

Companies of all sizes are beginning to leverage social media to interact with their customers, which helps their customer recovery efforts. The following statistics about social care, as it relates to customer recovery, might surprise you. 33% of consumers say they prefer to use social care over contacting a company by phone. 47% of all

Many businesses don’t fully appreciate how challenging it can be to satisfy their customers; it truly requires a multi-pronged approach to ensure that customers become and stay raving fans and brand advocates. The problem lies in the inability of many companies to see the simple, fundamental things that can easily make or break the customer

The customer experience is crucial to building brand loyalty and ensuring long-term growth; here are five surprising facts to consider when evaluating your customer experience. The main cause for customer churn isn’t price – its poor customer service. The probability of selling to an existing customer is 60-70%, while for new customers it’s 5-20%. A

The Five Levels of Customer Complaints

Wednesday, 03 December 2014 by

All complainers are not created equal.  As hard as it is to believe, there are actually five levels of complainers you will have to deal with, and understanding them will significantly reduce the challenges you and your company face in the long term.  Here’s a quick breakdown of the five levels: The Timid.  These people

Most businesses today believe that they have an effective program in place to recover at-risk customers; most businesses are wrong. Just because a customer recovery program is in place does not mean that it’s effective. Over 80% of businesses believe they address customer concerns effectively, yet only 8% of consumers agree. This is a massive

Customer recovery can prove a significant challenge for businesses in many sectors of the marketplace. In a world of ever-increasing competition and decreasing customer satisfaction rates, even retaining happy customers can be a challenge. But winning over an at-risk customer who might leave for a competitor is worth its weight in gold; in fact, a

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