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.

[RELATED: Learn new, innovative ways to escalate your social media game at our Social Media Conference for PR, Marketing and Corporate Communications in Walt Disney World.]

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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What Is the Real Cost of Social? [INFOGRAPHIC]


There is no such thing as a free lunch. And there is also no such thing as free marketing, even if social media accounts are free.

An infographic by uncovers some of the costs of using social media for marketing, “from staff costs to external fees, advertising and more, and discusses whether the ROI makes social media spending worth the cost,” according to an article in AdWeek by Megan O’Neill.

The infographic reads, “With social media at the height of its popularity, advertisers and companies find it an easy and trendy means of expanding their marketing horizons.  While many companies may be fooled by the free cost to open a social media account, many fail to consider the expenses that go into running a social media campaign.  Do the benefits really outweigh the costs?”

According to the infographic, the total cost of a standard social media campaign is likely to run somewhere in the vicinity of $ 210,600. What you’re looking at it labor costs for a social media strategist, good programmers and designers, the people necessary to make your campaign look great and be a success.

The infographic goes on to explore the results that came from the social campaign for Old Spice called “Man Your Man Could Smell Like.” Old Spice got a 2700% increase in Twitter followers, an 800% increase in Facebook followers and a 300% increase in site traffic.

Is being a Facebook fan of a brand mean anything? It turns out that it does. Fans spend more money on the brand’s that they are fans of than non-fans do.

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