What they tell us about the state of customer service, now and in
Are you a glass half empty or a glass half full kind of person?
Depending on your answer, you will either see the new infographic, “10
mind-blowing customer service stats,” as an indicator of doom or a
precursor to what’s possible.
Take the $75
billion lost by US companies annually because of poor customer
service. A pessimist could see this stat as evidence that not much has
changed over the past few decades–demonstrating quick, valuable,
easy-to-engage customer service remains elusive for many companies.
But an optimist could see this loss as a wake up call–representing an
opportunity to make changes to the customer experience that can
directly contribute to the bottom line.
We've seen firsthand how transforming the customer experience can
pay off big. Take Vodafone,
who was able to streamline their processes to gain a “360 degree view
of the customer,” which led to a 45% increase in productivity and a 25
point increase in customer satisfaction. It’s why we are optimistic
about the future.
But, we don’t want to put rose colored glasses on you. Take a
look at these stats from the past few years and decide for yourself
whether you think the current state of customer
service is dire or full of possibilities.