Happy St. Patrick’s Day! Holidays are always a reason for many consumers to head out to stores or restaurants to find exactly what they need for their celebration. With this boost in customer traffic, stores should be prepared in advance to create the optimal customer experience. Not preparing for this extra traffic will only lead to poor results, and unhappy consumers. With the holidays in mind I want to share some staggering facts about customer service.
In “75 Customer Service Facts, Quotes, & Statistics,” HelpScout lists some crucial statistics pertaining to this topic. Here are just a few of the statistics they present in their article:
- 78% of consumers have bailed on a transaction because of a poor service experience.
- It takes 12 positive experiences to make up for one unresolved negative experience.
- News of bad customer service reaches more than twice as many people as a positive experience.
- It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
- 3 in 5 Americans would try a new brand or company for a better experience.
If these statistics surprise you, they should! The impact of a negative customer experience is proven to be detrimental for a company. Companies have to put in extra time, effort, and money to gain new customers. So optimizing your customers’ experience is key. HelpScout discusses some of the positive impacts for a company who has exceeded the customers’ expectations:
- On average, loyal customers are worth up to 10 times as much as their first purchase.
- There is a 60-70% probability of selling to an existing happy customer.
- 78% of happy customers attribute this to competent customer service representatives.
- 70% of buying experiences are based on how the customer feels they are being treated.
- Customers overwhelmingly show appreciation for great service by purchasing your products.
Companies can acquire the benefits of taking the time to ensure they are providing the best customer experience possible. So why not take that extra time to ensure this experience is exceeded on holidays. Retail Customer Experience discussed some statistics showing that this St. Patrick’s Day, spending will break records. According to the National Retail Federation’s St. Patrick’s Day survey, this years shopping will amount to $5.3 billion for companies, which is an increase from $4.4 billion in 2016. This is huge, not to mention for many students and families this is the kick off to spring break. Companies who utilize holidays like today will benefit from the time and effort they put into creating a memorable moment for their guests.
Are you planning on heading to your nearest store to pick up some St. Patrick’s Day gear? How about heading to the local restaurant or bar for some festivities? To what degree will the customer service you receive affect your experience? Let me know by leaving a comment!