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Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
Customer experience and service update
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Customer experience and service update

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  • 1. The effects of customer experience and service on brand perception and retention Brought to you by: STRAT TALKING .com
  • 2. It costs 6 times more to attract a new customer than it does to keep an old one. –Understanding Customers by Rudy Newell-Legner http://www.flickr.com/photos/walmartcorporate/5684305063/
  • 3. 89% of Consumers purchase from a competitor following a poor customer experience. - Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/criminalintent/162478786/
  • 4. Only about 4% of dissatisfied customers complain. 96% just go away. - Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/ivanwalsh/4617349366/
  • 5. 50% of Consumers give a brand one week to respond to a service concern before they stop doing business with them. - Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/oxfordian/6408321285
  • 6. Only 37% of Brand received “excellent” or “Good” customer experience scores this year - Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/spijker/3273982099
  • 7. Only 1% of consumers say expectations for good customer experience are always met - Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/epsos/5652699228
  • 8. US Businesses lose an estimated $83 Billion in sales annually due to poor customer experiences – Parature Customer Service Blog http://www.flickr.com/photos/rednuht/479370088
  • 9. Americans typically tell 24 people about negative customer service, they only tell about 15 people about positive experiences – 2012 American Express Global Customer Service Barometer http://www.flickr.com/photos/thomashawk/2751554048
  • 10. A 5% increase in customer retention increases profits up to 125% – Bain & Company http://www.flickr.com/photos/felstone/7819543656
  • 11. A 2% increase in customer retention has the same effect as decreasing costs by 10% –Leading on the edge of chaos, Emmet Murphy and Mark Murphy http://www.flickr.com/photos/zurichtourism/5161089722
  • 12. Probability of selling to an existing customer: 60-70%, Probability of selling to a new one: 5-20% – Marketing Metrics http://www.flickr.com/photos/thomashawk/21151707
  • 13. Customer Loyalty can be worth 10 times as much as a single purchase – White House Office of Consumer Affairs, Washington, D.C. http://www.flickr.com/photos/donebythehandsofabrokenartist/4098652750/
  • 14. It takes 12 positive service incidents to make up for a negative one -Understanding Customers by Rudy Newell-Legner http://www.flickr.com/photos/mrs_log-
  • 15. Customer profitability increases over the life of a retained customer – Leading on the edge for Chaos, Emmet Murphy and Mark Murphy http://www.flickr.com/photos/26628378@N03/3153377556
  • 16. 70% of customers will do business with you again if you resolve their complaints – Understanding Customers by Rudy Newell-Legner http://www.flickr.com/photos/wongjunhao/3430562137
  • 17. 73% of Consumers love a brand because of friendly customer service – Harris Interactive, 2011 Customer Experience Improvement study http://www.flickr.com/photos/samsungtomorrow/8494079316
  • 18. 68% of Customers leave because they think you don’t care about them –Rockefeller Corporation http://www.flickr.com/photos/wsdot/5448810225
  • 19. Thanks for reading. Find more insight and commentary at Strat-Talking.com Brought to you by: STRAT TALKING .com

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