Customer Service

e-Strategy Trends’ continually updated collection of customer service trends and statistics for marketing, public relations, advertising and strategic communications professionals.

Phone Response Time & Brand Preferences [CHART]

via It’s no secret that consumers don’t like to be kept on hold when calling a brand, and data from a May 2012 Ifbyphone survey [pdf] confirms that they have their limits. In fact, roughly 4 in 5 respondents indicated they had either abandoned a brand due to poor response time to their questions,…

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Social Media & Customer Service [CHART]

via Consumers who have used social media for customer service are more engaged and vocal in speaking about their experiences than the general population, says American Express in May 2012 survey results. This can play to companies’ benefits, but also to their detriment. For example, while these consumers are willing to spend 21% more…

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Costs Of Social Media Customer Service Untracked [CHART]

via Adoption of social media by customer service practitioners is high and has its benefits, but most are not tracking the transaction costs for the channels they are using, details Sword Ciboodle in survey results released in May 2012. In terms of social service channels currently supported by respondents, Facebook leads, with 60% indicating…

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Top Methods For Building Customer Loyalty [CHART]

via Data from the “2012 Brand Loyalty Survey” indicates that providing exceptional 24/7 customer service is the most likely way companies can build loyalty with customers, with one-third of respondents citing this as the best way of forming this bond. This finding is mirrored by results from a Temkin Group report released in March,…

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Online Reviews & Suggestions [CHART]

via Brands can gain significant insights into how to improve already successful products by analyzing online reviews, finds BazaarVoice [pdf] in a March 2012 report. Examining more than 6 million pieces of user-generated content from both in-store and online shoppers, the company found that 12% of all reviews include product suggestions, and that the…

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