I recently came across a report produced a few years ago by American Express. There’s no reason to think that it’s any less valid now than it was then. In fact, given the increasingly impatient and entitled nature of today’s typical customer, these stats are likely more applicable. And while the survey was conducted in the US, we know that there’s not much difference between an American and a Canadian consumer.
If you want to retain customers, you’d do well to be aware of this:
- 50% of consumers have abandoned a purchase due to a poor service experience.
- 7 in 10 shoppers say they’ll spend more money (17% more on average) with a business that provides consistently great customer service.
- 33% of customers say they’d look to switch to a competitor after a single bad service experience.
One of the most critical contact points you have with a customer is their support experience. This is why your service must be outstanding. These stats should be taken seriously.