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Facts That Will Make
Businesses
Rethink their
Customer Service50
Companies that focus on providing quality customer
service… SEE results.
Companies that focus on providing quality customer
service… SEE results.
http://blog.kissmetrics.com/happy-campers/
are more likely to
give a company
repeated business
after good
service.
81%of c...
http://blog.kissmetrics.com/happy-campers/
are more likely to
give a company
repeated business
after good
service.
81%of c...
Bain & Company,“Prescription for Cutting Costs,”2011.
A 5% increase
in customer retention…
2.
…increases profits up to
125%
Bain & Company,“Prescription for Cutting Costs,”2011.
A 5% increase
in customer retention…
2.
Companies that prioritize the customer experience generate
Gartner Group,“Leading on the Edge of Chaos,”
60% higher profits...
To cut losses and improve profits,
consider moving portions of your budget towards
improvements in customer retention.
A 2% increase in customer retention…
Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”
4.
A 2% increase in customer retention…
Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”
has the same effect as
decre...
On average, loyal customers are worth up to
10 times
as much as their first purchase.
White House Office of Consumer Affairs
=...
It is 6-7 times more expensive
White House Office of Consumer Affairs
to acquire a new customer than it is to keep a current ...
Where do you begin providing better service to improve
customer retention…
…by providing a consistent customer service experience
throughout multiple channels.
9 out of 10
consumers
Synthetix,“7 out of 10 people think online customer service will dominate over traditional call-cent...
91%of customers say they
would use an online
knowledge base if it
were available.
Online customers desire a
knowledge base...
Here is an idea of where your customers are asking
questions…
9.
40%
18%
13%
29%
Phone
In Person
Online Chat or
Social Media
Email
Customers’most preferred channels of service:
Don’t worry…we know multichannel customer service
is tough…
Don’t worry…we know multichannel customer service
is tough…
as the greatest barrier
to improving
multichannel
customer experience.
Multichannel Customer Experience Report
40% of orga...
But your customers are looking for a
consistent multichannel experience!
Synthetix,“7 out of 10 PeopleThink Online Customer ServiceWill Dominate Over
Traditional Call-CentresWithin a Decade,”2012...
One in five shoppers
prefer online chat over any
other communication
method.
LogMain and the e-tailing group,“Fourth Annual...
50%
of smartphone users
want to have the ability to
resolve their issue on a
smartphone app.
SpeechCycle and Echo Research...
84% of US adults
Tealeaf,“MobileTransaction Research Report,”2011, http://www-01.ibm.com/
software/marketing-solutions/tea...
94%
of all online retailers provide
email customer service…
Customers want their problems
solved immediately with email	
 ...
Zak Stambor,“Internet Retailer,”2010
but
27%
of email
inquiries are
answered
incorrectly.
94%
of all online retailers prov...
85% of consumers are
dissatisfied with their phone
experience.
Gartner
Providing solid customer service via
phone is key	
 ...
In the last year, 67%of
customers have hung up the
phone out of frustration
because they could not talk to
a real person.
...
Which channel is on the rise as one of the
most important to take charge of?
SOCIAL MEDIA!!
Customers are
rallying to use Social
Media for questions
and complaints…
Customers are
rallying to use Social
Media for questions
and complaints…
Customers are
rallying to use Social
Media for questions
and complaints…
Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-...
Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-...
Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-...
of companies ignore customer
complaints on Twitter.
Maritz Research and evolve24
70%
20.
Maritz Research and evolve24
of companies ignore customer
complaints on Twitter.70%
20.
Here’s the problem.
are less likely to buy
from companies who
leave complaints on
social media
unanswered.
88%of consumers
21.
But if you do begin engaging customers with social media…
Maritz Research and evolve24
83%
liked or loved
of the complainants that received a
reply on social media
the fact that th...
of the complainants that received a
reply on social media
Maritz Research and evolve24
83%
liked or loved
the fact that th...
http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
Customers who engage
with companies over socia...
http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
20% to 40%
more money
with those companies
tha...
Simply handling an issue or question through any
channel is not enough…
Your agents need to be FAST and AGILE with
response times.
RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%of consumers in the U.S.
said they stopped doin...
RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%
Of these,
55%
said a company’s failure
to reso...
RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%of consumers in the U.S.
said they stopped doin...
69% of
customers
said they were
on hold for too
long when
seeking help
from a company.
Harris Interactive, Customer Experi...
71% of online
chat customers
expect assistance
within five
minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new...
41 percent of consumers
expect an email response
within six hours.
28.
41 percent of consumers
expect an email response
within six hours.
and	
  14	
  never	
  response	
  at	
  all.	
  	
  
36...
41 percent of consumers
expect an email response
within six hours.
and	
  14	
  never	
  response	
  at	
  all.	
  	
  
36...
In today’s world, word of bad customer service
doesn’t stop at the end user…
reaches more
than twice as
many ears
White House Office of Consumer Affairs
as praise for a
good service
experience.
News of ...
People tell
an average
9 people
about a
good
experience.
http://about.americanexpress.com/news/pr/2011/csbar.aspx
32.
People tell
an average
9 people
about a
good
experience.
And 16
about a bad
one.
http://about.americanexpress.com/news/pr/...
Word-of-mouth can quickly destroy
a company’s reputation.
In 2011, 7 in 10 Americans said
they were willing to spend more with
companies they believe provided
excellent customer se...
More than 60% of consumers
Social Media for Customer Service, ClickFox
are influenced by other consumers' comments.
34.
Don’t take the cost of your customers receiving poor
experiences lightly…
64% of customers
have made future purchases from a
company’s competitors after
experiencing poor customer service.
http://...
Average annual
value of each
customer
relationship lost to
a competitor or
abandoned.
Genesys,“The Cost of Poor Customer S...
It takes 12 positive experiences to
make up for one unresolved negative
experience.
=	
  
“Understanding Customers,”Ruby N...
82%of U.S. consumers said they stopped doing business with a company
due to a poor customer service experience.
RightNowTe...
Poor customer experiences
result in an estimated
Parature Customer Service Blog
$83 billion loss
by US enterprises each
ye...
of consumers have bailed on a transaction
or not made an intended purchase
because of a poor service experience.
American ...
If your business makes a focused
effort on customer service,
you and your customers will see positive
results…
Right Now,“Customer Experience Report: North America”
55%
of customers
recommended a company
because of their customer
exp...
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.ht...
and achieved
the strongest
sales growth
(20%)
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-cus...
love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
44.
love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer...
love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer...
81% of companies with
strong capabilities and competencies
for delivering customer experience
excellence…
45. Peppers and ...
81% of companies with
strong capabilities and competencies
for delivering customer experience
excellence…
Peppers and Roge...
What are
some good
learning
points for you
to sleep on?
When making your move to improve customer
support, start with the bottom line.
78% of customers
say that competent
customer service
reps are most
responsible for a
happy customer
experience.
46.
Your support agents
make or break the customer experience.
are based on how the
customers feels they are being
treated.
McKinsey
70% of buying experiences 	
  
47.
68% of customers
leave because they were
upset with the treatment
they received whilst
speaking to a customer
service rep....
Make sure your reps are armed with the right tools to
answer customers quickly and accurately.
NICE Systems,“Customer Channel Preference Survey,”2013.
40%
of customers that expect representatives
they speak with to al...
When you start with the bottom line, you improve
the customer experience and a happy customer
means repeated business,
whi...
Repeat customers spend
67% more and
are more
profitable.
Bain & Company
50.
What is a support tool that will help you with:
Multichannel Support,
Agent Response Time,
Customer Retention,
Social Medi...
Sign up for a free trial!
Use Salesforce’s customer support app
to easily manage tickets from various
channels, respond to...
Contact Desk.com
1 (877) 226-9212
@Desk
www.facebook.com/desk
support@desk.com
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50 Facts That Will Make Businesses Rethink their Customer Service Slide 1 50 Facts That Will Make Businesses Rethink their Customer Service Slide 2 50 Facts That Will Make Businesses Rethink their Customer Service Slide 3 50 Facts That Will Make Businesses Rethink their Customer Service Slide 4 50 Facts That Will Make Businesses Rethink their Customer Service Slide 5 50 Facts That Will Make Businesses Rethink their Customer Service Slide 6 50 Facts That Will Make Businesses Rethink their Customer Service Slide 7 50 Facts That Will Make Businesses Rethink their Customer Service Slide 8 50 Facts That Will Make Businesses Rethink their Customer Service Slide 9 50 Facts That Will Make Businesses Rethink their Customer Service Slide 10 50 Facts That Will Make Businesses Rethink their Customer Service Slide 11 50 Facts That Will Make Businesses Rethink their Customer Service Slide 12 50 Facts That Will Make Businesses Rethink their Customer Service Slide 13 50 Facts That Will Make Businesses 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50 Facts That Will Make Businesses Rethink their Customer Service

  1. Facts That Will Make Businesses Rethink their Customer Service50
  2. Companies that focus on providing quality customer service… SEE results.
  3. Companies that focus on providing quality customer service… SEE results.
  4. http://blog.kissmetrics.com/happy-campers/ are more likely to give a company repeated business after good service. 81%of consumers 1.
  5. http://blog.kissmetrics.com/happy-campers/ are more likely to give a company repeated business after good service. 81%of consumers Click the bird to tweet the fact! 1.
  6. Bain & Company,“Prescription for Cutting Costs,”2011. A 5% increase in customer retention… 2.
  7. …increases profits up to 125% Bain & Company,“Prescription for Cutting Costs,”2011. A 5% increase in customer retention… 2.
  8. Companies that prioritize the customer experience generate Gartner Group,“Leading on the Edge of Chaos,” 60% higher profits than their competitors. 3.
  9. To cut losses and improve profits, consider moving portions of your budget towards improvements in customer retention.
  10. A 2% increase in customer retention… Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos” 4.
  11. A 2% increase in customer retention… Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos” has the same effect as decreasing costs by 10%. 4.
  12. On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs = 5.
  13. It is 6-7 times more expensive White House Office of Consumer Affairs to acquire a new customer than it is to keep a current one. 6.
  14. Where do you begin providing better service to improve customer retention…
  15. …by providing a consistent customer service experience throughout multiple channels.
  16. 9 out of 10 consumers Synthetix,“7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,”2012. expect to receive a consistent experience over multiple customer contact channels. 7.
  17. 91%of customers say they would use an online knowledge base if it were available. Online customers desire a knowledge base to self-serve   8. Coleman Parkes, Online Survey, 2012
  18. Here is an idea of where your customers are asking questions…
  19. 9. 40% 18% 13% 29% Phone In Person Online Chat or Social Media Email Customers’most preferred channels of service:
  20. Don’t worry…we know multichannel customer service is tough…
  21. Don’t worry…we know multichannel customer service is tough…
  22. as the greatest barrier to improving multichannel customer experience. Multichannel Customer Experience Report 40% of organizations cite ‘complexity’ 10.
  23. But your customers are looking for a consistent multichannel experience!
  24. Synthetix,“7 out of 10 PeopleThink Online Customer ServiceWill Dominate Over Traditional Call-CentresWithin a Decade,”2012 90% of consumers will always check a website first before emailing or calling you. Online customers desire a knowledge base to self-serve   11.
  25. One in five shoppers prefer online chat over any other communication method. LogMain and the e-tailing group,“Fourth Annual BoldChat Live Chat Effectiveness,”2012 Provide Online Chat to give customers timely responses   12.
  26. 50% of smartphone users want to have the ability to resolve their issue on a smartphone app. SpeechCycle and Echo Research Study Can your customers seek help using a mobile device?   13.
  27. 84% of US adults Tealeaf,“MobileTransaction Research Report,”2011, http://www-01.ibm.com/ software/marketing-solutions/tealeaf/ who have conducted an online transaction through a mobile device in the last year reported a problem. Can your customers seek help using a mobile device?   14.
  28. 94% of all online retailers provide email customer service… Customers want their problems solved immediately with email   Zak Stambor,“Internet Retailer,”2010 15.
  29. Zak Stambor,“Internet Retailer,”2010 but 27% of email inquiries are answered incorrectly. 94% of all online retailers provide email customer service… Customers want their problems solved immediately with email   15.
  30. 85% of consumers are dissatisfied with their phone experience. Gartner Providing solid customer service via phone is key   16.
  31. In the last year, 67%of customers have hung up the phone out of frustration because they could not talk to a real person. Gartner Providing solid customer service via phone is key   17. Consumer Reports Survey, 2011
  32. Which channel is on the rise as one of the most important to take charge of?
  33. SOCIAL MEDIA!!
  34. Customers are rallying to use Social Media for questions and complaints…
  35. Customers are rallying to use Social Media for questions and complaints…
  36. Customers are rallying to use Social Media for questions and complaints…
  37. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097 46%of online customers expect brands to provide customer service on Facebook. 18.
  38. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097 NOTHING! 23%provide it! but only 19.
  39. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097 23%provide it! but only NOTHING! 19.
  40. of companies ignore customer complaints on Twitter. Maritz Research and evolve24 70% 20.
  41. Maritz Research and evolve24 of companies ignore customer complaints on Twitter.70% 20.
  42. Here’s the problem.
  43. are less likely to buy from companies who leave complaints on social media unanswered. 88%of consumers 21.
  44. But if you do begin engaging customers with social media…
  45. Maritz Research and evolve24 83% liked or loved of the complainants that received a reply on social media the fact that the company responded. 22.
  46. of the complainants that received a reply on social media Maritz Research and evolve24 83% liked or loved the fact that the company responded. 22.
  47. http://www.bain.com/publications/articles/putting-social-media-to-work.aspx Customers who engage with companies over social media spend… 23.
  48. http://www.bain.com/publications/articles/putting-social-media-to-work.aspx 20% to 40% more money with those companies than other customers. Customers who engage with companies over social media spend… 23.
  49. Simply handling an issue or question through any channel is not enough…
  50. Your agents need to be FAST and AGILE with response times.
  51. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010. 82%of consumers in the U.S. said they stopped doing business with a company due to a poor customer service experience. 24.
  52. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010. 82% Of these, 55% said a company’s failure to resolve their problems in a timely manner drove them away. of consumers in the U.S. said they stopped doing business with a company due to a poor customer service experience. 25.
  53. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010. 82%of consumers in the U.S. said they stopped doing business with a company due to a poor customer service experience. Of these, 55% said a company’s failure to resolve their problems in a timely manner drove them away. 25.
  54. 69% of customers said they were on hold for too long when seeking help from a company. Harris Interactive, Customer Experience Impact Report26.
  55. 71% of online chat customers expect assistance within five minutes. http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics 27.
  56. 41 percent of consumers expect an email response within six hours. 28.
  57. 41 percent of consumers expect an email response within six hours. and  14  never  response  at  all.     36% Only of U.S. companies respond that quickly… 29.
  58. 41 percent of consumers expect an email response within six hours. and  14  never  response  at  all.     36% Only of U.S. companies respond that quickly… 14% and NEVER respond at all! 30.
  59. In today’s world, word of bad customer service doesn’t stop at the end user…
  60. reaches more than twice as many ears White House Office of Consumer Affairs as praise for a good service experience. News of bad customer service 31.
  61. People tell an average 9 people about a good experience. http://about.americanexpress.com/news/pr/2011/csbar.aspx 32.
  62. People tell an average 9 people about a good experience. And 16 about a bad one. http://about.americanexpress.com/news/pr/2011/csbar.aspx 32.
  63. Word-of-mouth can quickly destroy a company’s reputation.
  64. In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provided excellent customer service White House Office of Consumer Affairs33.
  65. More than 60% of consumers Social Media for Customer Service, ClickFox are influenced by other consumers' comments. 34.
  66. Don’t take the cost of your customers receiving poor experiences lightly…
  67. 64% of customers have made future purchases from a company’s competitors after experiencing poor customer service. http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty 35.
  68. Average annual value of each customer relationship lost to a competitor or abandoned. Genesys,“The Cost of Poor Customer Service” $289 36.
  69. It takes 12 positive experiences to make up for one unresolved negative experience. =   “Understanding Customers,”Ruby Newell-Legner 37.
  70. 82%of U.S. consumers said they stopped doing business with a company due to a poor customer service experience. RightNowTechnologies38.
  71. Poor customer experiences result in an estimated Parature Customer Service Blog $83 billion loss by US enterprises each year because of defections and abandoned purchases. 39.
  72. of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. American Express Survey, 2011 78% 40.
  73. If your business makes a focused effort on customer service, you and your customers will see positive results…
  74. Right Now,“Customer Experience Report: North America” 55% of customers recommended a company because of their customer experience. 41.
  75. http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html Amazon had the best customer satisfaction (91.7%)   42.
  76. and achieved the strongest sales growth (20%) http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html Amazon had the best customer satisfaction (91.7%)   43.
  77. love a brand because… Harris Interactive, 2011 Customer Experience Improvement study 73% of consumers 44.
  78. love a brand because… Harris Interactive, 2011 Customer Experience Improvement study 73% of consumers of friendly customer service. 44.
  79. love a brand because… Harris Interactive, 2011 Customer Experience Improvement study 73% of consumers of friendly customer service. 44.
  80. 81% of companies with strong capabilities and competencies for delivering customer experience excellence… 45. Peppers and Rogers,“Customer Experience Maturity Monitor”
  81. 81% of companies with strong capabilities and competencies for delivering customer experience excellence… Peppers and Rogers,“Customer Experience Maturity Monitor” …are outperforming their competitors. 45.
  82. What are some good learning points for you to sleep on?
  83. When making your move to improve customer support, start with the bottom line.
  84. 78% of customers say that competent customer service reps are most responsible for a happy customer experience. 46.
  85. Your support agents make or break the customer experience.
  86. are based on how the customers feels they are being treated. McKinsey 70% of buying experiences   47.
  87. 68% of customers leave because they were upset with the treatment they received whilst speaking to a customer service rep. US Chamber of Commerce 48.
  88. Make sure your reps are armed with the right tools to answer customers quickly and accurately.
  89. NICE Systems,“Customer Channel Preference Survey,”2013. 40% of customers that expect representatives they speak with to already know about their previous attempts to resolve an issue. 49.
  90. When you start with the bottom line, you improve the customer experience and a happy customer means repeated business, which means more profit for your business.
  91. Repeat customers spend 67% more and are more profitable. Bain & Company 50.
  92. What is a support tool that will help you with: Multichannel Support, Agent Response Time, Customer Retention, Social Media Management?  
  93. Sign up for a free trial! Use Salesforce’s customer support app to easily manage tickets from various channels, respond to customers faster and overall grow your business!
  94. Contact Desk.com 1 (877) 226-9212 @Desk www.facebook.com/desk support@desk.com
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