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Why customer feedback may be the missing link in your customer service strategy

How do you obtain feedback from your customers? If you haven't done so already, it may be time to incorporate a process in which you can obtain feedback from you customers. This will help you to either improve or enhance the customer service experience. For example, a simple greeting such as “Hello, thank you for your purchase with ABC Clothing! We appreciate and value our customers. We’d like to hear from you! Please let us know how your buying experience was?”

Want to know whether or not if you should restock an item? Do you want to add an additional service to your business? Ask your customers! Generate an email or a post on your social media sites asking your customers if you should “bring back the Chloe boots for your last chance to grab them!”

Here's a list of feedback from survey's of customers over the last 6 years regarding the customer service experience:

  1. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011

  2. On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs

  3. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs

  4. 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011

  5. According to consumers, customer service agents failed to answer their questions 50% of the time. Source: Harris Interactive

  6. Resolve a complaint in the customer's favor and they will do business with you again 70% of the time. Source: Lee Resources

  7. Over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature. Source: Touch Agency

  8. Each year companies lose an estimated $41 billion due to their poor customer service. CapCapterra

  9. 90% of consumers expect a brand or organization to offer a self-service customer support portal. CapCapterra

  10. For every customer who bothers to complain, 26 other customers remain silent. Source: White House Office of Consumer Affairs

It is true, that you won't be able to please every customer, however a customer service strategy that incorporates feedback isn't about always "pleasing" the customer. It's about finding areas of improvement to enhance the customer experience.

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