Infographic: Customer service has strong outlook in 2012

A recently released infographic from automated workforce management and optimization solution company ClickSoftware pulled information from a variety of sources to determine the state of customer service in 2011.

A recently released infographic from automated workforce management and optimization solution company ClickSoftware pulled information from a variety of sources to determine the state of customer service in 2011.

For example, according to a 2009 Peppers & Rogers Group report, 81 percent of companies with a strong ability to deliver customer experience excellence tend to outperform their competition.

The prospects for 2012 look even stronger, notes consulting group Lee Resource.

"2012 looks set to be the year when major organizations really start to embrace the link between offering a high quality customer experience, loyalty and longer-term financial success," the media outlet stated.

In addition, customer satisfaction and loyalty is a money-saver, as it costs five times more to attract a new customer than it does to retain an old one, according to Tarp Worldwide.

Consumers must also be aware of how a negative experience affects a customer's likelihood of returning, as well as the company's overall reputation.

The White House Office of Consumer Affairs reported that a dissatisfied customer will tell between 9 and 15 people about their experience, while 13 percent will tell more than 20 people.

Furthermore, according to the Harris Interactive Customer Experience Impact report, 86 percent of consumers stopped doing business with a company because of a negative experience - up from 59 percent in 2008.