Longest Customer Service Call: Zappos holds the record for one of the longest customer service calls, lasting 10 hours and 43 minutes. The conversation began with a discussion about an order, then shifted to talking about vacations and restaurants.
U.S. companies lose approximately $75 billion annually due to poor customer service.
Impact of Bad Experiences: Negative customer experiences spread faster than positive ones. On average, Americans share good experiences with 9 people, while they tell 16 people about bad ones.
Customer Expectations: 68% of consumers are willing to spend more on products and services from brands recognized for providing excellent customer service.
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