The Impact of Customer Service on Customer Lifetime Value 2013
Every business manager knows that when a customer has a problem, the experience of resolving the issue has a profound impact on future purchases. This effect has been amplified as social media and web review sites enable customer service experiences to be widely shared with friends, colleagues, and the general public. But just how impactful are these customer service experiences on buying behavior and the lifetime value of a customer? How long does the effect last? And what is the impact for mid-sized companies?
The following report is based on a survey of 1046 individuals who have had experiences with the customer service of a mid-sized company. Download this white paper to find out about the long term impact of customer service on business results.