Poor Customer Service Costs More Than You Think
“If you don’t take care of your customers, someone else will,” explain Kathy Cuff and Vicki Halsey, co-creators with Ken Blanchard of The Ken Blanchard Companies new Legendary Service® program.
A new infographic just published by The Ken Blanchard Companies identifies that poor customer service costs organizations in excess of $300 billion dollars annually.
Statistics shown in the infographic include results from a recent survey conducted by Blanchard involving more than 500 leadership, learning, and business development professionals. Survey results reveal that 78 percent of respondents have bailed on a transaction or not made an intended purchase because of a poor service experience. And a whopping 89 percent have begun doing business with a competitor following a poor customer service experience.
Survey results highlight three common mistakes organizations make that limit their customer service effectiveness.
- Failing to Define a Service Vision. 19 percent of organizations have only some degree of defined service vision. And another 14 percent have little to no service vision.
- Failing to Measure Customer Loyalty. 12 percent of respondents said their organizations do not measure customer service and another 16 percent said they didn’t know whether their organizations measured customer service.
- Failing to Train Employees. While 76 percent of respondents agree that customer service is everyone’s job, only 20 percent said their organizations provide training as a means for improving levels of service and only 15 percent provide training to managers of customer-facing personnel.
“Our approach with the Legendary Service program goes beyond traditional customer service training,” says Cuff. “Service is an organizational culture issue. Our goal is for everyone in the organization to see customer service as their job. Whether you’re an individual contributor, a manager, or the CEO of an organization, you must recognize that you can make a difference within your own realm of influence.”
“That begins by being Committed to customer service,” adds Halsey. “It continues with being Attentive to customer needs, Responsive in taking action, and finally, Empowered for the next opportunity to serve.”
You can download the infographic, access the research, and learn more about Halsey and Cuff’s recommendations at a free resources page on The Ken Blanchard Companies website.