2010 Customer Experience Impact


Published on

Customer Experience, the Secret Weapon for Driving Revenue

Nearly all consumers (85 percent) said they would be willing to pay more over the standard price of a good or service to ensure a superior customer experience. Of those consumers that said they would pay more for an excellent customer experience:

55 percent would pay 10 percent or more 27 percent would pay 15 percent or more 10 percent would pay 25 percent or more

Published in: Business, Education
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

2010 Customer Experience Impact

  1. 1. Customer Experience Impact Report 2010<br />
  2. 2. Consumers will pay MORE<br />85%<br />of respondents stated they would be willing to pay<br />up to 25% MORE<br />to ensure a superior customer experience<br />
  3. 3. Great Experiences Get the Customer!<br />55% became a customer of a company because of their reputation for great customer service<br />40% began purchasing from a competitive brand because of their reputation for great customer service<br />
  4. 4. Great Experiences Create Advocates<br />55% are willing to recommend a company due to outstanding service, more so than product or price<br />
  5. 5. Great Experiences Drive Revenue<br />66% of respondents cited Customer Service as the biggest driver for encouraging greater spending<br />
  6. 6. One Bad Experience Can Cost You<br />82%<br />of respondents have stopped doing business with an organization due to a poor customer experience<br />
  7. 7. Why Did They Stop?<br />Respondents gave the following as reasons:<br />73% cited rude staff as the issue<br />55% cited issues that weren’t resolved in a timely manner<br />
  8. 8. A Bad Customer Experience Leads to:<br />95%<br />of respondents have taken action as a result of a negative experience and <br />79% told others about it<br />
  9. 9. Motivation for Telling Others?<br />85% wanted to warn others about the pitfalls of doing business with that company<br />
  10. 10. Motivation for Telling Others?<br />66% wanted to discourage others from buying from that company<br />
  11. 11. Motivation for Telling Others?<br />55% wanted to vent anger<br />
  12. 12. Motivation for Telling Others?<br />24% wanted to see if the company would take action to resolve the issue<br />
  13. 13. Returning After a Bad Experience?<br />92% noted they would consider going back IF:<br />They received a follow up apology/correction from a supervisor/corporate office (63%)<br />They were offered a discount (52%)<br />Shown proof of enhanced customer service (49%)<br />
  14. 14. Impact of Social Networking<br />58% of respondents expect a response to a comment on a social networking site like Facebook or Twitter<br />And, even though 42% expect a response within a day, ONLYgot a response <br />22%<br />
  15. 15. rightnow.com<br />