Here are several customer service stats and facts, and what they might mean to you. The bottom line is that service continues to be more important than ever in getting and keeping customers. (Tip: Don't just read this. Print it out and share and discuss it with the people you work with.)

Customer Service Fact: 90% of companies agree that the consumer experience is important and critical to their 2010 plans. 80% of those companies want to use customer service/experience as a way to differentiate themselves from their competition. (Source: Forrester's The State of Customer Experience, 2010)

What It Means to You: If you read this carefully it doesn't say that 90% of companies are committed to delivering great service. They just agree that it is important. And, 80% "want" to use their service as a differentiator. So, why don't they just do it? There are plenty of companies out there with a brand promise that includes great customer service; however the customer service employees aren't consistently delivering on that promise. The bottom line, it takes more than a promise.

Customer Service Fact: 82% of consumers stopped doing business with a company because of bad service. This is up from 59% just four years ago. (Harris Interactive, Customer Service Experience Impact Report - 2010)

What It Means to You: This is almost a 50% increase! Consumers are smarter than ever and looking for more value. More than just great service, they want a great customer service experience. If you can't deliver, then say goodbye to the client - and maybe your business.

Customer Service Fact: Even in a down economy, 85% of consumers will pay more to the company that provides them better service. (Source: Harris Interactive, Customer Experience Impact Report, 2010)

What It Means to You: This is good news! Excellent service makes price less relevant. You still need to be competitive, but you don't necessarily have to be the lowest price - as long as you deliver service that adds value to the overall experience.