Hit a Customer Service Homerun
Seventy-six percent of consumers will stop doing business with a brand after a bad customer service experience (Ovum, 2015). These "bad" experiences, however, aren't limited to brick-and-mortar stores.
Increasingly, consumers are demanding high levels of service across channels (Web, mobile and social), and do not hesitate to voice their dissatisfaction when their expectations are not met. Despite increased expectations and the growing number of channels available to share experiences (good and bad), brands can still win at customer service, but doing so requires more than just displaying contact information on a website.