The document provides 13 principles for providing excellent customer service or "Customer WOW". It begins by emphasizing the importance of customer retention and satisfaction. It then lists the 13 principles which include actively listening to customers, maintaining open communication, quickly resolving issues, putting oneself in the customer's shoes, and learning from complaints. The overall message is that prioritizing outstanding customer experiences leads to greater customer loyalty and business success.
4. The probability of selling to an
existing customer is 60 – 70%.
The probability of selling to a new
prospect is 5-20%
Marketing Metrics
#CustomerWOW
5. News of bad customer
service reaches more than
twice as many ears as
praise for a good service
experience.
White House Office of
Consumer Affairs
#CustomerWOW
6. 3 in 5 Americans
would try a new
brand or company for
a better service
experience.
American Express Survey, 2011
#CustomerWOW
7. In 2011, 86% of
consumers quit doing
business with a
company because of bad
customer experience.
Harris Interactive, Customer
Experience Impact Report
#CustomerWOW
12. 81% of companies
with strong capabilities and
competencies for delivering
customer experience
excellence are outperforming
their competition.
Peppers & Rogers Group - 2009 Customer Experience Maturity Monitor
13. It’s unreasonable to expect
any individual to have a
perfect grasp of what’s going
on for all of our customers.
Maintaining open lines of communication with your
teammates allows everyone on the team to have a more
representative view of what’s going on.
#CustomerWOW
14. “
There is only one
boss. The customer.
And he can fire everybody in the
company from the chairman on
down simply by spending his
money elsewhere.”
Sam Walton, Founder of Wal-Mart
#CustomerWOW
15.
16. It takes
12 positive experiences
to make up for an unresolved
negative experience.
Understanding Customers, Ruby Newell-Legner
#CustomerWOW
19. The more you know about
your customers and their
needs…
20. The more you know about
your customers and their
needs…
the more of an asset
you are to both the
company, and your
customers.
21. “
Get closer than ever
to your customers.
So close, in fact, that you
tell them what they need
well before they realize it
themselves.”
Steve Jobs, Co-founder of Apple
#CustomerWOW
22.
23. 75% of customers
believe it takes
too long to reach
a live agent.
Harris Interactive, Customer Experience Impact Report
#CustomerWOW
27. “
The goal as a company is to
have customer service that is
not just the best
but legendary.”
Sam Walton, Founder of Wal-Mart
#CustomerWOW
28.
29. 78% of consumers
have bailed on a transaction
or not made an intended
purchase because of a poor
service experience.
American Express Survey, 2011
#CustomerWOW
32. Having an open
dialogue with
your customers
is key…
…but at the end of the day it’s
how you make people feel
that matters the most.
33. “
A man without a smiling face
must not open a
shop.”
Chinese Proverb
#CustomerWOW
34.
35. 68% of customers
leave because they were
upset with the treatment
they received whilst
speaking to customer
service.
US Chamber of Commerce
#CustomerWOW
38. When you maintain an open
dialogue with your
customers and keep them
informed at all times,
39. When you maintain an open
dialogue with your
customers and keep them
informed at all times,
you’ll earn your
customer’s
commitment to your
company.
40. “
When a customer comes first,
the customer will
last.”
Robert Half
#CustomerWOW
41.
42. It costs 6-7 times
more to acquire
a new customer than retain
an existing one.
Bain & Company
#CustomerWOW
43.
44. Even a half-baked idea
might have a kernel of
greatness to be extracted.
45. “
Statistics suggest that when customers
complain, business owners and
managers ought to get excited about it.
The complaining customer
represents a huge
opportunity for more
business.”
Zig Ziglar, Author and Motivational Speaker
#CustomerWOW
47. 24% of American
adults
have posted comments or
reviews online about the
product or services they
bought.
Jim Jansen, Pew Research Center's Internet and American Life Project, 2010
49. The more you
know, the …take every
more of an
moment you
asset you are
to our can to expand
customers…
your knowledge
base when it
comes to the
product.
50. “
Loyal customers…they don’t just come
back, they don’t simply recommend
you.
They insist their friends do
business with you.”
Chip Bell, Founder Chip Bell Group
#CustomerWOW
51.
52. Only 12% of the average
marketing budget
is spent on customer
retention.
McKinsey
#CustomerWOW
53. Your support team is the closest
connection between your
customers and the company.
71. While that does
mean we deal with
a lot of angry
people…
…just remember that
for every one angry
customer there are
ten more that love
everything about what
we do.
72. “
Be everywhere,never
everything and
do
fail to astonish the
customer.”
Macy’s Motto
#CustomerWOW
73.
74. 42% of customers
complaining in social
media expect a
60-minute response
time.
The Social Habit
#CustomerWOW
75. Strive to help each customer as quickly and
efficiently as possible without undermining the
quality of the support experience.
76. Reducing the time
it takes to assist a
customer directly…
reduces the time
other customers
must wait.
77. “
The longer you wait,
the harder it is to
provide outstanding
customer service.”
William H. Davidow
#CustomerWOW
78.
79. 83% of the complaints
that received
a reply liked or loved
the fact that the
company responded.
Maritz Research and evolve24
#CustomerWOW
86. Bonobos’s
support team are
called the
“Bonobos Ninjas”
Unhappy customer met
with an apology and
answer. Crisis averted.
Ninjas prevail.
87. SmugMug’s
support team is
called the
“SmugMug
Happy Heroes”
customers
from all sides
88. Click Here for a
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