We’ve talked several times about the skills gaps and STEM positions. Another difficult job to hire is the customer-facing position.
Regardless of the business we’re in, customer service is incredibly important. And the individuals representing the company can make you or break you. Today’s infographic from Zendesk has some interesting stats to support how important customer-facing positions are to the organization.
- 75% of customers say they’ve given a company more business because of a positive customer service history.
- 52% of customers are willing to spend more with companies that provide good service.
Companies can no longer afford to hide behind the economy, or the government, or make excuses for delivering less than stellar customer service. During this year’s Great Places to Work Conference, Blake Nordstrom, president of Nordstrom, a retailer best known for their customer experience (and fabulous semi-annual shoe sales), said it best in describing how they measure customer service. He said they look at the bottom-line. Profits tell the story.