They are responsible for representing your brand when interacting with potential buyers. Customer service can break a company’s chance to turn a potential customer into a loyal customer. After a positive customer service experience, 89% of consumers report they are more likely to return and make another purchase. While making apurchasedecision, a critical factor for66% of customersis the customer service reputation of the brand. When they receive poor customer service, 61% of consumers say they have cut ties with a brand.