2010 Customer Experience Impact

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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

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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 />

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