In a recent study, 89% of respondents will switch brands if they receive poor customer service.
That same study revealed that the best customer service channel varied by what generation the respondent belonged to. Millennials favor the online world while baby boomers prefer the offline.
Millennials are almost three times more likely to believe personal technology brands treat their customers best; baby boomers are nearly 80% more likely to believe brick and mortar retailers treat their customers best. Offering a combination of both allows you to cater to both ends of the generational spectrum. If you aren’t sure how to offer the best online support, start small. Use a simple contact form; respond to all communications quickly; your customers will know they are being heard.
Ask me about a recent customer service debacle/victory that we experienced at a local restaurant…a national franchise demonstrated excellent online savvy.