Millennials have changed Customer Service.
A modern glance at Customer service with these Stats
Millennials have higher expectations than the older generation. In turn they are changing the way we look at Customer Service
I’m a prime example: before buying anything, I have to check the reviews and google to search other people’s experiences. Before heading to a new restaurant, I look on Social Media reviews.
And yes, with a bad experience, I reach out on Social in a bid to warn fellow friends or just to vent my frustrations.
It’s not just me, all millennials are guilty of this. There’s no more ‘suffer in silence’. We can tweet direct to the company whose product or service has wronged us. Even if its in a bid to let them right the wrong and fix our negative experience.
We’ve collated top 10 Stats to demonstrate this shift. If you haven’t already, it could be time to re evaluate your complete customer experience. To win those customers, to keep those customers and to grow your business all comes down to Great Customer Service
Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Harvard Business Review)
Consumers are willing to spend 17% more on a company that has outstanding customer service. (American Express)
The #1 reason customers switch to a new brand is feeling unappreciated. (New Voice Media)
84% of customers said their expectations weren’t exceeded in their last customer service experience. (Harvard Business Review)
After one negative experience, 51% of customers will never do business with that company again. Newvoicemedia.com
64% of customers believe customer experience is more important than price when deciding to make a purchase with a brand. (Gartner)
90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (American Express)
73% of customers fall in love with a brand and remain loyal because of friendly customer service reps. (RightNow)
77% of customers would recommend a brand to a friend after having a single positive experience. (Temkin Group)
54% of customers used email for customer service last year, making it the most used digital channel for customer service. (Forrester)
Final food for thought… how will Generation Z change it even further…