22 really useful customer retention stats
Upcoming SlideShare
Loading in...5
×
 

22 really useful customer retention stats

on

  • 18,192 views

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.

Statistics

Views

Total Views
18,192
Views on SlideShare
17,288
Embed Views
904

Actions

Likes
21
Downloads
265
Comments
1

28 Embeds 904

http://klantgerichtondernemen.blogspot.nl 339
http://www.customerthermometer.com 125
http://www.memberselite.com 98
http://dealerimprovement.net 71
http://cornerstonepromosblog.com 67
http://klantgerichtondernemen.blogspot.be 38
http://static.wix.com 35
http://klantgerichtondernemen.blogspot.com 25
http://htmlcomponentservice.appspot.com 17
http://goodcustomerservice.co 11
http://singaporeseomarketing.wordpress.com 11
http://klantgerichtondernemen.blogspot.de 9
http://paper.li 8
https://twitter.com 8
http://www.linkedin.com 6
http://hiroadsystems.wix.com.usrfiles.com 6
http://tweets.laureljmarcus.com 5
http://www.klantgerichtondernemen.blogspot.nl 4
http://klantgerichtondernemen.blogspot.co.uk 4
http://klantgerichtondernemen.blogspot.fr 4
http://klantgerichtondernemen.blogspot.com.br 3
http://klantgerichtondernemen.blogspot.ch 3
http://klantgerichtondernemen.blogspot.se 2
http://twitter.com 1
http://www.slashdocs.com 1
https://si0.twimg.com 1
http://www.google.ch 1
http://klantgerichtondernemen.blogspot.co.at 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

22 really useful customer retention stats 22 really useful customer retention stats Presentation Transcript

  • 22 really useful customer retention stats
  • 68% of customers leave you because they perceive you are indifferent to them
    http://www.retentionofcustomers.com/Customer_Retention_Ideas_Report_DC_Version.htm
  • 93% of adult Americans said that a company’s reputation for honesty & fairness is extremely important to them
    Gallup poll for the Better Business Bureau 2007
  • Companies that prioritize the customer experiencegenerate 60% higher profitsthan their competitors
    Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
  • 50% of people emphasise the convenience of electronic interaction over face-to-face
    http://www.emarketer.com/Article.aspx?R=1007395
  • 281 million pages featuring “customer service” ranked by Google
    Google results for 8/7/2010
  • 86% of US & European consumers say their trust in corporations has declined over the last 5 years
    Cited in “A Complaint is a Gift”
  • 1.17m pages featuring “customer complaints” in 2007.
    3.36m pages featuring “customer complaints” in 2010
    Google results for 8/7/2010
  • 43% of people feel less inhibited about complaining once they get online
    http://www.emarketer.com/Article.aspx?R=1007395
  • satisfied customers tell 9 people how happy they are
    dissatisfied customers tell 22 people about their bad experiences
    http://www.allbusiness.com/sales/customer-service/1096122-1.html
  • A commitment to customer experience results in up to 25% more customer retention and revenuethan sales or marketing initiatives
    Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
  • 1134 retweets and 3,000+ backlinks
    (and counting!)
    of an airline passenger complaint letter, republished by the Telegraph newspaper
    http://www.telegraph.co.uk/travel/travelnews/4344890/Virgin-the-worlds-best-passenger-complaint-letter.html
  • A 5% increase in customer retention can increase business profits by25% - 125%
    Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
  • 80% of your future profitswill come from just 20% of your existing customers
    Sources; Gartner Group and “Leading on the Edge of Chaos”, Emmett C. Murphy and Mark A. Murphy
  • Repeat customers spend 33% more than new customers
    Laura Lake
  • the average dissatisfied customer will tell 11
    others about their experience
    The Sydney Entrepreneur Centre
  • Research shows that for everycenta company spends on improved customer service they see a return on investment of 34% to a massive 400%
    www.sarocks.co.za
  • 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
    www.sarocks.co.za
  • 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
    www.sarocks.co.za
  • When MBNA halvedits defection rate, profits rose a whopping 125%
    http://www.ncbi.nlm.nih.gov/pubmed/10107082
  • A 5% increase in customer retention can increase a company's profitability by 75%
    http://www.bain.com/bainweb/Consulting_Expertise/capabilities_detail.asp?capID=102
  • 62% of service execs have compensation tied to loyalty scores
    Twitter @KnowledgeBishop
  • 80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree
    Bain & Company from Harvard Management Update
  • 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