Crucial Insights: Unveiling the Impact of Customer Care on Business Success

CCMC conducted a recent national study about customer care and below are some of the findings:

• 17% Dissatisfied complainants tell twice as many people about their negative experience than satisfied customers do;

• Fully 66% of households experienced a product or service problem in the past 12 months;

• More than one-half of complainants indicated that they get NOTHING when they complain;

• 14% post their complaint at least once on social media, and social media users post on product/service experiences an average of 16 times a year;

• Businesses are risking a shocking $494 billion in revenue by doing customer care the wrong way