50 Facts That Will Make Businesses Rethink their Customer Service

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Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.

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50 Facts That Will Make Businesses Rethink their Customer Service

  1. Facts That Will MakeBusinessesRethink theirCustomer Service50
  2. Companies that focus on providing quality customerservice… SEE results.
  3. Companies that focus on providing quality customerservice… SEE results.
  4. http://blog.kissmetrics.com/happy-campers/are more likely togive a companyrepeated businessafter goodservice.81%of consumers1.
  5. http://blog.kissmetrics.com/happy-campers/are more likely togive a companyrepeated businessafter goodservice.81%of consumersClick the bird totweet the fact!1.
  6. Bain & Company,“Prescription for Cutting Costs,”2011.A 5% increasein customer retention…2.
  7. …increases profits up to125%Bain & Company,“Prescription for Cutting Costs,”2011.A 5% increasein customer retention…2.
  8. Companies that prioritize the customer experience generateGartner Group,“Leading on the Edge of Chaos,”60% higher profitsthan their competitors.3.
  9. To cut losses and improve profits,consider moving portions of your budget towardsimprovements in customer retention.
  10. A 2% increase in customer retention…Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”4.
  11. A 2% increase in customer retention…Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”has the same effect asdecreasing costs by10%.4.
  12. On average, loyal customers are worth up to10 timesas much as their first purchase.White House Office of Consumer Affairs=5.
  13. It is 6-7 times more expensiveWhite House Office of Consumer Affairsto acquire a new customer than it is to keep a current one.6.
  14. Where do you begin providing better service to improvecustomer retention…
  15. …by providing a consistent customer service experiencethroughout multiple channels.
  16. 9 out of 10consumersSynthetix,“7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,”2012.expect to receive aconsistent experienceover multiple customercontact channels.7.
  17. 91%of customers say theywould use an onlineknowledge base if itwere available.Online customers desire aknowledge base to self-serve  8.Coleman Parkes, Online Survey, 2012
  18. Here is an idea of where your customers are askingquestions…
  19. 9.40%18%13%29%PhoneIn PersonOnline Chat orSocial MediaEmailCustomers’most preferred channels of service:
  20. Don’t worry…we know multichannel customer serviceis tough…
  21. Don’t worry…we know multichannel customer serviceis tough…
  22. as the greatest barrierto improvingmultichannelcustomer experience.Multichannel Customer Experience Report40% of organizationscite ‘complexity’10.
  23. But your customers are looking for aconsistent multichannel experience!
  24. Synthetix,“7 out of 10 PeopleThink Online Customer ServiceWill Dominate OverTraditional Call-CentresWithin a Decade,”201290%of consumerswill alwayscheck a websitefirst before emailing orcalling you.Online customers desire aknowledge base to self-serve  11.
  25. One in five shoppersprefer online chat over anyother communicationmethod.LogMain and the e-tailing group,“Fourth Annual BoldChat Live Chat Effectiveness,”2012Provide Online Chat to givecustomers timely responses  12.
  26. 50%of smartphone userswant to have the ability toresolve their issue on asmartphone app.SpeechCycle and Echo Research StudyCan your customers seek help usinga mobile device?  13.
  27. 84% of US adultsTealeaf,“MobileTransaction Research Report,”2011, http://www-01.ibm.com/software/marketing-solutions/tealeaf/who have conducted an online transaction through amobile device in the last year reported a problem.Can your customers seek help usinga mobile device?  14.
  28. 94%of all online retailers provideemail customer service…Customers want their problemssolved immediately with email  Zak Stambor,“Internet Retailer,”201015.
  29. Zak Stambor,“Internet Retailer,”2010but27%of emailinquiries areansweredincorrectly.94%of all online retailers provideemail customer service…Customers want their problemssolved immediately with email  15.
  30. 85% of consumers aredissatisfied with their phoneexperience.GartnerProviding solid customer service viaphone is key  16.
  31. In the last year, 67%ofcustomers have hung up thephone out of frustrationbecause they could not talk toa real person.GartnerProviding solid customer service viaphone is key  17.Consumer Reports Survey, 2011
  32. Which channel is on the rise as one of themost important to take charge of?
  33. SOCIAL MEDIA!!
  34. Customers arerallying to use SocialMedia for questionsand complaints…
  35. Customers arerallying to use SocialMedia for questionsand complaints…
  36. Customers arerallying to use SocialMedia for questionsand complaints…
  37. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/100909746%of online customersexpect brands toprovide customerservice on Facebook.18.
  38. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097NOTHING!23%provide it!but only19.
  39. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/100909723%provide it!but onlyNOTHING!19.
  40. of companies ignore customercomplaints on Twitter.Maritz Research and evolve2470%20.
  41. Maritz Research and evolve24of companies ignore customercomplaints on Twitter.70%20.
  42. Here’s the problem.
  43. are less likely to buyfrom companies wholeave complaints onsocial mediaunanswered.88%of consumers21.
  44. But if you do begin engaging customers with social media…
  45. Maritz Research and evolve2483%liked or lovedof the complainants that received areply on social mediathe fact that the companyresponded.22.
  46. of the complainants that received areply on social mediaMaritz Research and evolve2483%liked or lovedthe fact that the companyresponded.22.
  47. http://www.bain.com/publications/articles/putting-social-media-to-work.aspxCustomers who engagewith companies over socialmedia spend…23.
  48. http://www.bain.com/publications/articles/putting-social-media-to-work.aspx20% to 40%more moneywith those companiesthan other customers.Customers who engagewith companies over socialmedia spend…23.
  49. Simply handling an issue or question through anychannel is not enough…
  50. Your agents need to be FAST and AGILE withresponse times.
  51. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.82%of consumers in the U.S.said they stopped doingbusiness with a companydue to a poor customerservice experience.24.
  52. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.82%Of these,55%said a company’s failureto resolve their problemsin a timely mannerdrove them away.of consumers in the U.S.said they stopped doingbusiness with a companydue to a poor customerservice experience.25.
  53. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.82%of consumers in the U.S.said they stopped doingbusiness with a companydue to a poor customerservice experience.Of these,55%said a company’s failureto resolve their problemsin a timely mannerdrove them away.25.
  54. 69% ofcustomerssaid they wereon hold for toolong whenseeking helpfrom a company.Harris Interactive, Customer Experience Impact Report26.
  55. 71% of onlinechat customersexpect assistancewithin fiveminutes.http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics27.
  56. 41 percent of consumersexpect an email responsewithin six hours.28.
  57. 41 percent of consumersexpect an email responsewithin six hours.and  14  never  response  at  all.    36%Onlyof U.S. companiesrespond that quickly…29.
  58. 41 percent of consumersexpect an email responsewithin six hours.and  14  never  response  at  all.    36%Onlyof U.S. companiesrespond that quickly…14%andNEVER respond at all!30.
  59. In today’s world, word of bad customer servicedoesn’t stop at the end user…
  60. reaches morethan twice asmany earsWhite House Office of Consumer Affairsas praise for agood serviceexperience.News of badcustomer service31.
  61. People tellan average9 peopleabout agoodexperience.http://about.americanexpress.com/news/pr/2011/csbar.aspx32.
  62. People tellan average9 peopleabout agoodexperience.And 16about a badone.http://about.americanexpress.com/news/pr/2011/csbar.aspx32.
  63. Word-of-mouth can quickly destroya company’s reputation.
  64. In 2011, 7 in 10 Americans saidthey were willing to spend more withcompanies they believe providedexcellent customer serviceWhite House Office of Consumer Affairs33.
  65. More than 60% of consumersSocial Media for Customer Service, ClickFoxare influenced by other consumers comments.34.
  66. Don’t take the cost of your customers receiving poorexperiences lightly…
  67. 64% of customershave made future purchases from acompany’s competitors afterexperiencing poor customer service.http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty35.
  68. Average annualvalue of eachcustomerrelationship lost toa competitor orabandoned.Genesys,“The Cost of Poor Customer Service”$28936.
  69. It takes 12 positive experiences tomake up for one unresolved negativeexperience.=  “Understanding Customers,”Ruby Newell-Legner37.
  70. 82%of U.S. consumers said they stopped doing business with a companydue to a poor customer service experience.RightNowTechnologies38.
  71. Poor customer experiencesresult in an estimatedParature Customer Service Blog$83 billion lossby US enterprises eachyear because ofdefections andabandoned purchases.39.
  72. of consumers have bailed on a transactionor not made an intended purchasebecause of a poor service experience.American Express Survey, 201178%40.
  73. If your business makes a focusedeffort on customer service,you and your customers will see positiveresults…
  74. Right Now,“Customer Experience Report: North America”55%of customersrecommended a companybecause of their customerexperience.41.
  75. http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.htmlAmazon had thebest customersatisfaction(91.7%)  42.
  76. and achievedthe strongestsales growth(20%)http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.htmlAmazon had thebest customersatisfaction(91.7%)  43.
  77. love a brand because…Harris Interactive, 2011 Customer Experience Improvement study73% of consumers44.
  78. love a brand because…Harris Interactive, 2011 Customer Experience Improvement study73% of consumersof friendly customer service.44.
  79. love a brand because…Harris Interactive, 2011 Customer Experience Improvement study73% of consumersof friendly customer service.44.
  80. 81% of companies withstrong capabilities and competenciesfor delivering customer experienceexcellence…45. Peppers and Rogers,“Customer Experience Maturity Monitor”
  81. 81% of companies withstrong capabilities and competenciesfor delivering customer experienceexcellence…Peppers and Rogers,“Customer Experience Maturity Monitor”…are outperformingtheir competitors.45.
  82. What aresome goodlearningpoints for youto sleep on?
  83. When making your move to improve customersupport, start with the bottom line.
  84. 78% of customerssay that competentcustomer servicereps are mostresponsible for ahappy customerexperience.46.
  85. Your support agentsmake or break the customer experience.
  86. are based on how thecustomers feels they are beingtreated.McKinsey70% of buying experiences  47.
  87. 68% of customersleave because they wereupset with the treatmentthey received whilstspeaking to a customerservice rep.US Chamber of Commerce48.
  88. Make sure your reps are armed with the right tools toanswer customers quickly and accurately.
  89. NICE Systems,“Customer Channel Preference Survey,”2013.40%of customers that expect representativesthey speak with to already knowabout their previous attempts toresolve an issue.49.
  90. When you start with the bottom line, you improvethe customer experience and a happy customermeans repeated business,which means more profit for your business.
  91. Repeat customers spend67% more andare moreprofitable.Bain & Company50.
  92. What is a support tool that will help you with:Multichannel Support,Agent Response Time,Customer Retention,Social Media Management?  
  93. Sign up for a free trial!Use Salesforce’s customer support appto easily manage tickets from variouschannels, respond to customers fasterand overall grow your business!
  94. Contact Desk.com1 (877) 226-9212@Deskwww.facebook.com/desksupport@desk.com

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