No matter how big or small your business or nonprofit is, customer service can make or break its brand. At some point, most of your customers will seek customer support for a variety of reasons. Can you guess what bugs them the most?
According to Consumer Reports National Research Center, 88% of the people surveyed recently had dealt with customer service in the past year—to question a bill, request a repair, return ill-fitting merchandise, and more. Many of them didn’t like the experience and had a problem with customer service. Although the findings relate to B2C (business-to-consumer), it’s worth looking at for B2Bs and nonprofits.
How’s this for a statistic? Nearly all (98%) of the more than 1,800 consumers polled are influenced by a marketing email to make a purchase!
This a good indicator for small and medium businesses that email marketing works, especially when it meets certain criteria.
And, what are the criteria? I’d thought you’d never ask.