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Infographic Customer Metrics

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This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, …

This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations.

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  • 1. Customer Metrics Current Customer Metrics 2/3 rds of consumers would be wiling 65% of organizations to spend more, following an excellent customer service experience.2 that focus on frequent training see advantages in First Call Resolution.1 31% TRENDS Leading Industries in CX TOP 10 brands with the highest NPS amongst 22 industry sectors: 4 1. USAA-Insurance = 80% 2. USAA-Banking = 78% IN CUSTOMER FOCUSED METRICS Only of organizations recognize and reward exployees across the company for improving the customer experience.3 Return on Investment Modest increase in customer experience can result in a gain over three years of up to $382 million for US companies.5 3. Costco = 78% 4. Apple-Laptop = 76% 5. Dillards = 75% 6. Nordstrom = 75% 7. Apple-iphone = 70% 8. Amazon = 69% 9. Southwest Airlines = 66% 10. Apple-ipad = 80% 1to1 media ® a division of Peppers & Rogers Group A 5% improvement in customer retention can yield between a 20% and 100% increase profits across a wide range of industries.6 Increasing customer retention rates by 5% could increase profits from 25% to 95%.7 This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations. Aberdeen Group 2American Express 3Forrester Research 4Satmetrix’s 2013 Net Promoter Industry Benchmarks Temkin Group’s ROI of Customer Experience 6Fred Reicheld (NPS Inventor) in The Ultima Question 2 7Harvard Business Review 1 5 By Brittany Davis and Lorri Cosentino To read more, go to: NPS Through the Years