Service in Our Country
Today, the U.S. is a service economy. Statistics prove it. Seventy-one percent (71%) of the U.S. economy is consumer spending. You’d think that customer service would be top notch in the U.S. Yet we rank 15th worldwide in customer satisfaction.
Some statistics on customer service:
86% of buyers will pay more for a better customer experience
70% of buying experiences are based on how customers feel they’re treated
By 2020, customer experience will overtake price and product as the key brand differentiator
Nonprofits (surprisingly along with government) ranked number one in terms of overall customer satisfaction
For additional details on customer service, read Jeff Haden’s article: Do U.S. Companies Excel at Customer Satisfaction? Um, Nope
Also, check out my past blogs on customer service:
My mantra has always been provide stellar customer service before, during and after the sale. It’s significantly less expensive to keep your current customers. Less costly compared to the acquisition of a new customer. Also your current customers are your best prospects for future and increased sales.
Those organizations who will survive in the future are those who provide top notch customer service. Those who don’t do so at their peril.
An additional article by Jeff Haden: The Death of the Friendly Nod