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Infographic: Spooky Stats in Customer Service

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Halloween is the perfect time to talk about “horror stories” in customer service. We’ve all had the occasional run-in with a particularly unhelpful agent, or found ourselves trapped in the dreaded infinite IVR loop. We can laugh about it, but today’s customers are actually far less forgiving of these experiences than buyers of the past, and they’re more likely to take to social media networks and start naming names. On average, each unhappy customer tells about 15 people about the experience – compared with telling 9 others about a great one.

This infographic highlights a couple of important statistics like these to “beware” of as we head into the all-important holiday selling season this year. We’re serious about giving you the tools you need to protect your brand and deliver the kind of experiences that are a delight (not fright!) to your customers.

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Infographic: Spooky Stats in Customer Service

  1. 1. Spooky Stats about Scary Spending Customers have taken control of the customer-company conversation,demanding exceptional customer service. More businesses are taking steps to deliver. Customer Service Be afraid! Here’s what you stand to lose if you fall short. Ignoring customers’ demands could cost you. Poor customer experiences result in an estimated $83 billion loss by US enterprises each year because of defections and abandoned purchases. Source: Parature Customer Service Blog Freaky FACT Toxic Tales 42% of agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. Source: Commissioned study conducted by Everyone loves a good horror story! !!!!!!!!! !!?!!? !?!!?!!?! OH, The Horror! Forrester Consulting, June 2012 Americans tell (on average): 9 people about a GOOD experience 15 people about a POOR experience Source: American Express Survey, 2012 Most unhappy customers won't hang around. 91% will not do business with you again after an unresolved poor experience. Source: Lee Resources, via 75 Customer Service Facts, Help Scout eBook And new customers are harder to pick up! It is 6-7 times more expensive to acquire a new customer than it is to keep an existing one. Source: White House Office of Consumer Affairs, via 75 Customer Service Facts, Quotes & Statistics, Scout, eBook Don’t be SCARED! Find out how Aspect can help. www.aspect.com © 2014 Aspect Software @AspectSoftware AspectSoftware aspect-software

Halloween is the perfect time to talk about “horror stories” in customer service. We’ve all had the occasional run-in with a particularly unhelpful agent, or found ourselves trapped in the dreaded infinite IVR loop. We can laugh about it, but today’s customers are actually far less forgiving of these experiences than buyers of the past, and they’re more likely to take to social media networks and start naming names. On average, each unhappy customer tells about 15 people about the experience – compared with telling 9 others about a great one. This infographic highlights a couple of important statistics like these to “beware” of as we head into the all-important holiday selling season this year. We’re serious about giving you the tools you need to protect your brand and deliver the kind of experiences that are a delight (not fright!) to your customers.

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