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  • Writer's pictureRobert Stevenson

Quiet Abandonment

Robert Stevenson Blog - The results of poor customer service

91% of customers who are unhappy with a brand will leave without complaining. This process of ‘QUIET ABANDONMENT’ can adversely affect a company’s image, sales and certainly their profits. Customers today, don’t even give you a chance to fix the problem. WHY? Here is one reason why. 79% of consumers who complain about a poor customer experience, are ignored. Customers are getting so conditioned to “nothing being done” when they complain … that they have quit complaining; they just leave. They quietly abandon doing business with you.

I am sure it comes as no surprise to you that the customers’ habits and expectations have changed. Studies show that last year 49% of consumers switched companies due to the poor customer service. Let me say that a little differently, in hopes it will have more impact.

On average, every second customer leaves due to poor customer service.

Losing a customer once you have them is NUTS

  • Repeat customers give higher satisfaction scores

  • Repeat customers spend more than new customers

  • Repeat customers give more referrals than new customers

  • 80% of future revenue will come from 20% of existing customers

  • 62% of customers say they share their bad experiences with others

  • It costs 6-7 times more to attract a new customer than to retain an existing customer

Nowadays, the service your customers expect to receive must be immediate, personalized, and accessible regardless of the time of the day. Whatever customers want, they want it right now. Research shows that 82% of today’s buyers DEMAND AN IMMEDIATE ANSWER to their question. If they don’t get it, they will simply go to your competitor. Here is a first-hand account of that exact thing happening.

Last week I decided it was time to purchase a new computer. I called the person who handles all my computer needs and issues and got his opinion as to what I should purchase. He narrowed down my choices to just two companies. I called the two giant computer manufacturer’s sales line and was amazed at the difference in service. One couldn’t answer my questions and seemed confused, while the other customer sales rep was extremely pleasant and competent in addressing all my concerns. I went with the company who was pleasant and competent … even though that computer cost more.

My two buying experiences personally validated the following three statistics from a recent consumer study:

74% of customers are likely to switch brands if they find the purchasing process too difficult.

(I switched)

After one negative experience, 51% of customers will never do business with that company again.

(Why would I try them again – they were clueless)

70% of consumers spent more money to do business with a company that delivers great service.

(I spent more)

Smart companies are spending more on customer service training and less on advertising. Customers are finding and then defining your brand through social media. Potential customers look to see if you have a 5,4,3,2, or 1-star rating. They can find out what people think about your product or service within a few moments. Here is a scary thought: Marketing is no longer in control of your brand … the customer experience is. Never forget: Your customers are smarter and more informed and can find out about you with a few clicks of a mouse. So, put your money into ensuring a better customer service experience!


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