3 MIND CHANGING FACTS FOR RETAILER - WHY customer satisfaction is essential 
to survive in the DIGITAL AGE | Find out more at www.bhmco.com

1. BHM GROUP
THE CUSTOMER ENGAGEMENT COMPANY
MIND-CHANGING
FACTS FOR
RETAILER
WHY customer satisfaction is essential !
to survive in the DIGITAL AGE
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BHM & COMPANY | BHM MEDIA SOLUTIONS
3

2. WHY CUSTOMER SERVICE IS SO IMPORTANT
Bad Customer Service
per company in Germany
BHM & COMPANY
CONSULTANTS FOR DIGITAL STRATEGIES
185,223 !
Average cost of
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Source: BHM & COMPANY Knowledge Center, 2014
per year

3. IT‘S ALL ABOUT THE CUSTOMER EXPERIENCE
1 2 3
80% of customers still buy in a store
> customer service is important along the whole customer journey
BHM & COMPANY
CONSULTANTS FOR DIGITAL STRATEGIES
BEFORE DURING AFTER
Reputation Feelings Satisfaction
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4. BEFORE:
IT‘S ALL ABOUT
YOUR REPUTATION
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1
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5. WHY REPUTATION IS SO IMPORTANT 1
“40% of shoppers would not buy in
a store without seeking reviews
Source: BHM & COMPANY Research in Cooperation with Nielson Company
BHM & COMPANY
CONSULTANTS FOR DIGITAL STRATEGIES
about it online first.
“
40%
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6. DURING:
IT‘S ALL ABOUT
THE FEELINGS
2
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7. IT‘S ALL ABOUT THE FEELINGS 2
“70% of buying experiences are
based on how the customer feels
BHM & COMPANY
CONSULTANTS FOR DIGITAL STRATEGIES
they are being treated.
“
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Source: BHM & COMPANY Research, McKinsey
70%

8. AFTER:
IT‘S ALL ABOUT
SATISFACTION
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3
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9. WHY SATISFACTION IS SO IMPORTANT 3
experience reaches more than
twice as many ears as praise for a
BHM & COMPANY
CONSULTANTS FOR DIGITAL STRATEGIES
News of bad customer
“
good service experience.
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“
Source: BHM & COMPANY Research in Cooperation with White House Office of Consumer Affairs

10. WHY NOT SATISFY
ALL YOUR
CUSTOMERS?
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11. WE PROVIDE YOU
WITH THE TOOLS:!
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