WHY THE SECRET OF CUSTOMER
What Drives Customer Loyalty?
We asked customers what makes a memorable experience
that causes them to remain loyal to a brand. ..
said friendly said the ability said personalized said a good
employees or to easily find experiences reputation
customer service information or
representatives request help
The Consequences of Customer Dissatisfaction
But customer loyalty is easily lost: 50% of customers
give a brand only one week to respond to a question
before they stop doing business with them.
of custorriers surveyed posted a negative of which were ignored
began doing busirioss comment on a social by the organization
with a competitor networking site — they attacked
Only 1% of customers felt their expectations for a
good customer experience were met every time.
A response makes a huge difference. ..
Wlieri a customer's negative online comment was met with a response;
46% 22°/ o
said they were pleased posted a positive comment
about the organization
The Benefits of Customer Loyalty
Positive customer service experiences create
| ong—standing brand relationships — and 86% of
customers will pay more for a better experience.
SIMPLY BY IMPROVING CUSTOMER EXPERIENCES. ..
The United States airline Wireless carriers could earn
I“dU5'fTV COUICI IlaV9 made an additional US$14.65
an additional US$8.94 billion each year?
billion in 2010.‘
A Roadmap for Success
Exceptional customer service experiences are
essential for growing and sustaining competitive
differentiation in today's market. So make sure. ..
YOUR COMPANY IS AVAILABLE WHEN YOUR
CUSTOMERS WANT TO REACH YOU
of respondents said their expectatioris 4 g
were not met because a Company was ‘
unavailable by phone and email
YOUR COMPANY PROCESSES OUESTIONS AND
COMPLAINTS OUICKLY AND EFFICIENTLY
said companies are
slow to resolve issues
YOUR CUSTOMER SERVICE REPRESENTATIVES ARE EXPERTS
ON YOUR BRAND —AND YOUR CUSTOMERS
of respondents said they said companies are
sometimes knew more forgetful, and will not
about a company than the ~~ remember who a customer
company's own customer is, even if they have recently
service representatives ’ been in communication
YOUR CUSTOMER SERVICE REPRESENTATIVES
ARE BOTH FRIENDLY AND PROFESSIONAL
said companies are impersonal, and
fail to get their customers’ names right
YOUR CUSTOMER SERVICE AND SUPPORT
ACTIVITIES REACH OUT ACROSS SOCIAL MEDIA
said companies cannot be found on social networking sites
READ THE FULL CEI REPORT HERE:
1 Calculated based on Air Transport Association's average round trip amount paid by domestic passengers
in 2010, Bureau ol Transportation Statistics‘ number of passengers for US. flights (domestic airlinesl in
the ziarne year, an(Itl1e expetzlalitiri that 84% of r_: un: ~;tirrier5 will pay 59,. rrmre for a better experierit‘: e.
2 Calculated based on CT| A‘s estimated number of US. mobile subscribers at the end of 2010, JD
Power's estimate of the average annual wireless phone bill, and same the expectation stated above.