Customer service communities


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This publication presents a set of statistics that underline the importance of great customer service. Enterprise Hive offers social business solutions that enable companies to implement customer service communities to better support their clients and partners.

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  • Customer service communities

    1. 1. Customer Service Statistics Can your company afford poor customer service? @enterprisehive 2013 Enterprise Hive, LLC ©
    2. 2. Check out these customer service stats. Then ask yourself… “Can I afford to not level up my customer service?” Enterprise Hive, LLC ©
    3. 3. Customer Service Stats & Facts Enterprise Hive, LLC ©
    4. 4. On average loyal customers are worth 10x's more than their first purchase. Source: White House Office of Consumer Affairs Enterprise Hive, LLC ©
    5. 5. 89% of customers have stopped doing business with a company after experiencing poor customer service. Source: Right Now Consumer Experience Impact Report Enterprise Hive, LLC ©
    6. 6. It's 6-7x's more expensive to acquire a new customer than retain an existing customer. Enterprise Hive, LLC ©
    7. 7. News of Poor Customer Service Reaches Twice as Many Ears as Praise For Good Customer Service. Enterprise Hive, LLC ©
    8. 8. It Takes 12 Positive Experiences to Make Up for One Unresolved Negative Experience. Understanding Customers” by Ruby Newell-Legner. Enterprise Hive, LLC ©
    9. 9. 91% of unhappy customers will not be willing to do business with you again. Source: Lee Resources Enterprise Hive, LLC ©
    10. 10. 8% While most companies claim they provide “superior” customer service, only 8% of people agree with these same companies. Source: “Customer Service Hell” by Brad Tuttle, Time, 2011 Enterprise Hive, LLC ©
    11. 11. 78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience. Source: American Express Survey, 2011 Enterprise Hive, LLC ©
    12. 12. 15% of customer base the average American business loses annually from customer service experience. Enterprise Hive, LLC ©
    13. 13. Probability of selling to: 60-70% An existing customer 5-20% An new prospect Source: Marketing Metrics Enterprise Hive, LLC ©
    14. 14. 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011 Enterprise Hive, LLC ©
    15. 15. A customer is 4 times more likely to buy from a competitor if the problem is: Vs. Service related Price or product related Source: American Express Survey, 2011 Enterprise Hive, LLC ©
    16. 16. Customer Churn is Attributed to the Poor Quality of Customer Service Source: American Express Survey, 2011 Enterprise Hive, LLC ©
    17. 17. Organizations that can integrate communities into customer support can realize cost reductions up to 50% Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age" Enterprise Hive, LLC ©
    18. 18. Source: Gartner Enterprise Hive, LLC ©
    19. 19. HiveSocial for Customer Service™ SaaS SaaS Social business platform Blog | Post | Comment | Wiki | Chat | Brand Mobile | Activity Streams | File Repository Award and Recognition API Enterprise Hive, LLC ©
    20. 20. HiveSocial for Customer Service Decrease support center costs Increase brand loyalty Recognize super fans Deepen your customer relationships Drive sales Enterprise Hive, LLC ©
    21. 21. For more information Contact Sales @enterprisehive 804.438.9393