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Is Your Customer Service Strategy Hurting Your Brand?

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Customers of the average company make around a million customer service calls a year — and around a quarter of them will find the experience so burdensome that they will say negative things about your …

Customers of the average company make around a million customer service calls a year — and around a quarter of them will find the experience so burdensome that they will say negative things about your company after the call.

Imagine the impact this has on your brand.

Learn more at http://www.effortless-experience.com

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  • 1. Is Your Customer Service Strategy Hurting Your Brand? The average company receives around customer service calls a year. 1,000,000 300,000 According to CEB, 30% of customers report having to spend a high-level of effort to resolve their problem. 243,000 (or 81%) will say negative things about your company after their call. They will tell at least 10 other people about their bad experiences. This creates negative perception about your company with x10 2,430,000 more people. It gets even worse if you factor in social media. The average person has 3031 Facebook friends and can reach 35%2 of them (106) with each post. In addition to the 2,430,000 people customers talk to directly, they can also reach another x106 + 25,758,000 through Facebook alone. That’s not even considering Twitter, Google+, LinkedIn or other social platforms. So, during just one year, a total of = 28,188,000 people will have seen or heard bad things about your company. And, that’s assuming nothing else goes wrong… Imagine the impact this could have on your brand. Learn more: www.effortless-experience.com Contact us at: CEBPR@executiveboard.com Source: CEB’s Customer Effort Assessment and Annual Benchmarking Survey. The Infinite Dial 2013: Navigating Digital Platforms. Arbitron Inc. and Edison Research, April 2013. 1 Quantifying the Invisible Audience in Social Networks. Stanford University HCI Group and Facebook Data Science, April 27–May 2, 2013. 2 © 2013 The Corporate Executive Board Company. All Rights Reserved. CEB135329GD

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