Wired to SUPPORT
CUSTOMER EXPERIENCE (CX)
of companies reported a decline due
.4 - - to inconsistent customer service.
of customers say they have switched
companies because of poor CX.
Organizations‘ profits will accelerate with better CX.
of consumers will pay
I more for a better experience.
of companies have planned to
build a better customer experience
strategy by 2016.
of companies provide
*4 effective tools and
training to gain trust
Custorners stopped their Customers.
buying after a bad 9
customer service - o ‘
interaction. - .
F Only U
of companies have a well—developed
strategy in place for improving
of customers are frustrated
with a company‘s bad services.
of purchases come from returning
customers, and repeat customers order
of consumers require
more than 2.5 times every 12 months.
some degree of
support while making
an online purchase.
of companies motivate employees
to treat customers fairly.
Sources: WWW. CSSCOrp. COn'l
http: //blogs. salesforce. com/ company/2013/08/customer-service-stats. html
http : //www. crmsearch. com/ cx. php
http: //www. forbes. com/ sites/ christinecrandell/2013/01/21/customer—experience—is-it-the-chicken-or-egg/
http: //blogs. gartner. com/ laura-mclelIan/10-proof-points-why-customer-experience-is-the-next-big-thing/
https: //www. zendesk. com/ resources/ customer-service-and-Iifetime-customer-value
https: //fonolo. com/ blog/2012/O3/customer-experience-statistics-2012/
http : //www. christine. net/2008/02/zappos-shares-s. html