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| Supervisor Kayla Coffman, Retail Associate Danny Couch, Retail Associate Robert Box, Retail Associate Vivian Conner, OIC Susan Rice Congratulations, Jacksonville! And thanks to Carol Brekle and Susan Rice for sharing the picture. We all know that customer service is important. Here are some statistics about HOW important it really is: 1. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. Source: Harris Interactive, Customer Experience Impact Report 2. A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC 3. 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago. Source: Harris Interactive, Customer Experience Impact Report 4. It takes 12 positive service experiences to make up for one negative experience. Source: “Understanding Customers” by Ruby Newell-Legner 5. Happy customers who get their issue resolved tell about 4 to 6 people about their experience. Source: White House Office of Consumer Affairs, Washington, DC |
