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22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
22 really useful customer retention stats
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22 really useful customer retention stats

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22 really useful customer retention stats from across the web covering customer retention, customer service, customer feedback, customer profitability and more.

22 really useful customer retention stats from across the web covering customer retention, customer service, customer feedback, customer profitability and more.

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  • 1. 22 really useful customer retention stats<br />
  • 2. 68% of customers leave you because they perceive you are indifferent to them<br />http://www.retentionofcustomers.com/Customer_Retention_Ideas_Report_DC_Version.htm<br />
  • 3. 93% of adult Americans said that a company’s reputation for honesty & fairness is extremely important to them<br />Gallup poll for the Better Business Bureau 2007<br />
  • 4. Companies that prioritize the customer experiencegenerate 60% higher profitsthan their competitors<br />Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy<br />
  • 5. 50% of people emphasise the convenience of electronic interaction over face-to-face<br />http://www.emarketer.com/Article.aspx?R=1007395<br />
  • 6. 281 million pages featuring “customer service” ranked by Google<br />Google results for 8/7/2010<br />
  • 7. 86% of US & European consumers say their trust in corporations has declined over the last 5 years<br />Cited in “A Complaint is a Gift” <br />
  • 8. 1.17m pages featuring “customer complaints” in 2007. <br />3.36m pages featuring “customer complaints” in 2010<br />Google results for 8/7/2010<br />
  • 9. 43% of people feel less inhibited about complaining once they get online<br />http://www.emarketer.com/Article.aspx?R=1007395<br />
  • 10. satisfied customers tell 9 people how happy they are<br />dissatisfied customers tell 22 people about their bad experiences<br />http://www.allbusiness.com/sales/customer-service/1096122-1.html<br />
  • 11. A commitment to customer experience results in up to 25% more customer retention and revenuethan sales or marketing initiatives<br />Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy<br />
  • 12. 1134 retweets and 3,000+ backlinks<br />(and counting!)<br />of an airline passenger complaint letter, republished by the Telegraph newspaper <br />http://www.telegraph.co.uk/travel/travelnews/4344890/Virgin-the-worlds-best-passenger-complaint-letter.html<br />
  • 13. A 5% increase in customer retention can increase business profits by25% - 125%<br />Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy<br />
  • 14. 80% of your future profitswill come from just 20% of your existing customers<br />Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy<br />
  • 15. Repeat customers spend 33% more than new customers<br />Laura Lake<br />
  • 16. the average dissatisfied customer will tell 11 <br />others about their experience<br />The Sydney Entrepreneur Centre<br />
  • 17. Research shows that for everycenta company spends on improved customer service they see a return on investment of 34% to a massive 400%<br />www.sarocks.co.za<br />
  • 18. 60–75%of customers will do business with a company again if it deals with a customer service issue fairlyeven if the result is not in their favour<br />www.sarocks.co.za<br />
  • 19. If you resolve a complaint quickly & with little fuss on the part of the customer, studies show that 9 out of 10 customers will buy your product or use your service again<br />www.sarocks.co.za<br />
  • 20. When MBNA halvedits defection rate, profits rose a whopping 125%<br />http://www.ncbi.nlm.nih.gov/pubmed/10107082<br />
  • 21. A 5% increase in customer retention can increase a company's profitability by 75%<br />http://www.bain.com/bainweb/Consulting_Expertise/capabilities_detail.asp?capID=102<br />
  • 22. 62% of service execs have compensation tied to loyalty scores<br />Twitter @KnowledgeBishop<br />
  • 23. 80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree<br />Bain & Company from Harvard Management Update<br />
  • 24. Customer Thermometer is a 1-click customer feedback tool dedicated to helping businesses improve customer retention. From $17 per month.Available Fall 2010 from www.customerthermometer.com<br />

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