Common Obstacles Eroding Customer Loyalty

A recent Harvard Business Review article authored by Matthew Dixon, Karen Freeman, and Nicholas Toman, Stop Trying to Delight Your Customers, found most customers encounter loyalty-eroding problems when they engage with customer service.

56% report having to re-explain an issue
57% report having to switch from the web to the phone
59% report expending moderate-to –high effort to resolve an issue
59% report being transferred
62% report having to repeatedly contact the company to resolve an issue

The Bad-Service Ripple Effect

Service failures not only drive existing customers to defect—they also can repel prospective ones. Our research shows:

25% of customers are likely to say something positive about their customer service experience
65% are likely to speak negatively
23% of customers who had a positive service interaction told 10 or more people about it
48% of customers who had negative experiences told 10 or more others

A reprint of the Harvard Business Review - Compliments of Enkata


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