10 Mind-blowing reasons why Customer Service is the New Marketing

customer service is marketing

“Customer service is the new marketing”, that’s the buzz around town at the moment.

According to Bain and Co., a 5% increase in customer retention can increase a company’s profitability by 75%.

And if those numbers don’t impress you, Gartner Group statistics tell us that 80% of your company’s future revenue will come from just 20% of your existing customers.

Still not sold on customer service and retention? One final statistic provided by Lee Resource Inc. should give you plenty to think about: Attracting new customers will cost your company five times more than keeping an existing customer.

Keeping that in mind, here are ten reasons why customer service is the new marketing:

1.   86% of consumers quit doing business with a company because of a bad customer experience

Tweet this >>

2.   51% of customers said they would only try to reach support once before giving up on a purchase

Tweet this >>

3.   40% of customers say improved interaction with service employees is their key driver to spending more with a company

Tweet this >>

4.   73% of customers cited rude and incompetent staff as the primary reason why they give up on a brand

Tweet this >>

5.   80% of U.S. consumers say they would pay more to ensure a superior customer experience

Tweet this >>

6.   78% of online customers recommend a brand to friends and other contacts after a great customer experience

Tweet this >>

7.   Loyal customers are worth up to 10 times as much as their first purchase

Tweet this >>

8.   It is 5-7 times more expensive to acquire a new customer than to keep an old one

Tweet this >>

9.   It costs a company $234 everytime they lose a customer

Tweet this >>

10.   Customers spend on average 9.5 minutes trying to reach a  human via automated phone systems

Tweet this >>


Customer Service Infographic courtesy of HelpScout:



Tagged: Customer Satisfaction

About Ross Beard

Ross Beard was on the marketing team at Client Heartbeat, the simple customer feedback tool. Learn how Client Heartbeat makes improving customer satisfaction easy.

  • H Carrol

    Halloween is satan’s holiday! Stop teaching children halloween. Remember in bible satan can trick and be as an ‘angel of light’. Many persons become demon possessed and satan has his wish. Evil is all around us. We must discern God’s angels from satan (Lucifer) and his fallen angels. Pray unceasingly.

Improve Satisfaction and Retain Customers

A simple customer feedback tool that surveys customers, measures satisfaction and identifies unhappy customers.

Try Live Dashboard

Improve Customer Satisfaction

Client Heartbeat sends personalized email surveys to your customers on a periodic basis to measure customer satisfaction. Use the data and feedback to focus on improving overall satisfaction.

Retain More Customers

By using past scores and industry data, Client Heartbeat identifies unhappy customers are 'at risk' of defecting to competitors. Get instant email notifications so you can follow up and stop them from leaving.

Gather More Feedback

Our surveys get industry high participation, often over 60%. This means you get more actionable customer feedback that you can use to improve satisfaction.