Infographic: The cost of unhappy customers


Fifty-one percent of customers have switched brands due to bad service experiences, and 81 percent of them say the brand could have prevented it. Here are some tips to step up your customer service game.

By Kristin Piombino | Posted: December 12, 2015
No matter who you ask in retail or customer service, they probably have a story about an unhappy customer.

Although we may laugh, rebuke or even sympathize with those angry shoppers, it’s important to remember that they can cause your organization serious harm.

Unhappy customers cost businesses more than $ 537 trillion a year, an infographic from Vision Critical says.

Fifty-one percent of customers have changed switched businesses due to bad service, and 81 percent of those customers say the businesses could have prevented it.

Additionally, 80 percent of people won’t buy from a business that has negative online reviews, and it takes 10-12 positive reviews to offset just one negative review.

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What can you do to keep your customers happy? Here are a few ideas:

Make customer service a priority. It sounds simple, but even though 90 percent of organizations say customer service is a priority, only 3 percent deliver positive customer experiences.

Get to know your customers. Only 27 percent of businesses know the makeup of their customers’ households. It’s hard to satisfy customers if you don’t know who they are and what they want.

Provide consistent service on the platforms customers prefer. Almost 60 percent of customers say they would switch brands to receive better customer service.

Are customers satisfied with your business? What’s the best customer service experience you’ve ever had? Please share your tips and stories in the comments.

Check out the full infographic below:

(View a larger image.)

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