Why service matters

1,064 views

Published on

If you need to convince your boss that service matters, then take a look at these facts.

0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,064
On SlideShare
0
From Embeds
0
Number of Embeds
66
Actions
Shares
0
Downloads
33
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Why service matters

  1. 1. WHY SERVICE MATTERS Customer Experience facts Thorleif Astrup Hallund
  2. 2. 50% Leaves a store, hang up or click away without having a great customer experience Source: BRANDHOUSE customer survey 2014
  3. 3. Only 2 out of 10 with a bad experience will buy from the company again
  4. 4. CUSTOMERS COMPLAINT Watch your customers ( 4% complaint ( 96% don’t complaint A dissatisfied customer will tell 19 other people 65%
  5. 5. EYE CONTACT CREATES MOST CUSTOMER SMILES – BUT DIGITAL CHANNELS GET CLOSER 62 57 53 39 27 Store Personal meeting Web Phone Social media
  6. 6. It cost 7 times more to attract a new customer than to retain an existing customer NEW CUSTOMER EXISTING CUSTOMERS $ 7X X X X X X X X X is the cost to retain one customer
  7. 7. 82% Quick issue resolution 45% Friendly Customer Service agent 37% Followed up by the same service agent 56% Issue resolution within a single interaction 27% Offers and discounts after issue resolution 17% Issue resolution without speaking to an agent The life of a company depends on the goodwill of its customers, the importance of a positive customer service experience can’t be emphasized enough.
  8. 8. It takes 12 positive experiences to make up ) for one negative experience ) ) ) ) ) ) ) ) ) ) ) ) = POSITIVE EXPERIENCE NEGATIVE EXPERIENCE
  9. 9. 55% of consumers would pay more for a better customer experience
  10. 10. A customer is 4 times more likely to buy form a competitor after experiencing a service related issue, as opposed to a price or product related issue X 4X Price or product related problems Service related problems Competitors
  11. 11. WHAT CAN BE DONE? HIRE COMPETENT AGENTS PROVIDE OMNI-CHANNEL SUPPORT BE PROACTIVE PERSONALIZE THE CUSTOMER EXPERIENCE ABOUT RESPONDING
  12. 12. DON’T OVER PROMISE 78% of customers claim they would leave a service provider if a service delivered is different from what is implied
  13. 13. CAUSES OF DISSATISFACTION ! RUDENESS 77% if dealing with unfriendly or impolite customer service agents ) WAITING 65% after being left on hold for a long time
  14. 14. WHAT CUSTOMERS EXPECT besides competitively priced products and services which work flawlessly HUMAN EASY 73% want easy access to customer service FAST CLEAR SURPORTIVE WEBSITE 46% want to speak with a real person on the phone for difficult inquiries 38% are satisfied with clear information posted to company websites for simple inquiries 69% want access to faster customer service 50% feel it is extremely important that customer service agents know their the customers history based on previous interactions
  15. 15. Thank you Contact information: thorleif@hallund.com
  16. 16. Thanks to the following great companies for providing statistics Brandhouse customer experience survey 2014 TAMP – Technical Assistance Measurement Program 2013 Salesforce – Customer Service stats Salesforce – Bad Customer Service Econsultancy – Online shoppers need support to complete a purchase Socialmediatoday.com Ecosonsultant.com holykaw.alltop.com – A customer saved is a penny earned Thanks to these fantastic people for being an inspiration My wife and children, Richard Branson, Steve Jobs, Wallace Green, Marek Slacik, Jesper Hansen, Eivind Kristoffersen and MaRas Ringqvist

×