Findings from a Q1 2012 study by the Temkin Group, a customer experience research and consulting firm, showed that customers are loyal to businesses that provide good customer service. Some 86% of survey respondents who reported being very satisfied with their most recent customer service interaction with a company were likely to repurchase, as opposed to only 9% who said they would likely purchase again after being very dissatisfied with their customer service experience. Read the rest at eMarketer.
Posted in Consumer Behavior, eCommerce
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