Page 15 - Inside Access

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Customers are willing to pay more to companies who offer better customer service.
50% of customers increase their purchasing with a brand after a positive customer service experience. In fact, 86% of customers would pay up to 25% more to get a better customer service experience. Clearly, customer service matters so much to customers that they would literally pay more to interact with a brand that does it well.
Customers are influenced by even a single experience; one positive experience could be the deciding factor for them to stick to a brand, whereas one negative one could send them running to a competitor.
No matter what industry you're in, you want your business to stand out. After all, nobody strives to be the "second-best" at something. You want to be better than every other company you're competing with and you want your customers to know it. Customer service can be an excellent differentiator for your company. In fact, 60% of customers stop doing business with a brand after one poor service experience. And, 67% of this churn is preventable if the customer's problem is resolved during their first interaction. That means if you provide excellent customer service, you'll not only retain your customers, but you'll acquire your competitors' as well.
We all have customers we serve in some capacity whether we are in customer facing positions or not. We all have a collective responsibility to strive to always deliver exceptional service to our customers at all times.
Excellent customer service is a competitive advantage.
PAGE 15 INSIDE ACCESS | OCTOBER 2020 2ND EDITION