The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...
Read More >>>Tag Archives: Customer service statistics
Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>The Magnitude of Mobile
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now...
Read More >>>Summary of Customer Service Research
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel...
Read More >>>The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>Customer Service, Brand Loyalty and Long-Term Success
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>Customer Service and Contact Center Statistics
Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great...
Read More >>>Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...
Read More >>>55 Billion
According to ICMI, 55 billion agent-assisted interactions are handled in the U.S. annually. Couple that statistic with Dimension Data’s research showing that 74% of organizations worldwide predict an increase in customer interactions. Pondering these numbers...
Read More >>>Employee and Customer Engagement—The Numbers Are Stunning
Forward-looking managers are always looking for ways to increase the engagement of front-line employees. They understand that the secret sauce to the best possible service...
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