Customer Service, Customer Experience And Customer Expectations - 45 Stats And 5 Ideas For You!

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Customer Service, Customer Experience And Customer Expectations - 45 Stats And 5 Ideas For You!

  1. 1. customer service, customer experience and customer expectations - 45 statistics and 5 ideas!
  2. 2. 1. “83% of business leaders feel that customers are the biggest driver of change” source: uk fit for change report
  3. 3. 2. “53% of businesses believe that customer service has become more important over the past 12 months!” source: sage uk report
  4. 4. 3.“66% of uk consumers believe customer service has either stayed the same ordeteriorated over the past three years” source: cognito
  5. 5. 4.“only 3% believe it has improved a lot and 22% a little” source: cognito
  6. 6. 5.“81% of customers would be willing to pay more in order to receive superior customer service” source: oracle report: why customer satisfaction is no longer good enough
  7. 7. 6. “only 29% of the uk’s smallbusinesses believe that customer service is a key differentiator” source: epson business council report
  8. 8. 7.“uk businesses lose 21 million customers a year due to long queues!” source: you gov
  9. 9. 8.“59% of shoppers are not prepared to wait in a queue” source: you gov
  10. 10. 9. “18% saying that they would go to an alternative shop” source: you gov
  11. 11. 10.“32% of frustrated shoppers say they would turn to online retailers!” source: you gov
  12. 12. 11.“90% of uk shoppers walk away without buying something if they get bad customer service!” source: market force research
  13. 13. 12.“41% of shoppers said the biggest frustration is lack of interest in their needs” source: market force research
  14. 14. 13. “59% of UK shoppers want more staff to recommend products and… source: market force research
  15. 15. 14. “59% of UK shoppers want more staff to recommend products and… 80% want to be taken to a product when asking its wherabouts” source: market force research
  16. 16. “when asked how companies canencourage them to spend more……”
  17. 17. 15. “40% said improved customer experience” source: oracle report: why customer satisfaction is no longer good enough
  18. 18. 16.“35% said provide quick access to information to make it easier to answer questions” source: oracle report: why customer satisfaction is no longer good enough
  19. 19. 17.“57% of customers will wait 3 seconds or less for a website to load before abandoning it” source: "consumer response to travel site performance" study
  20. 20. 18.“74% of customers leave if a website doesn’t load on their smartphone in 5 seconds!” source: fast company
  21. 21. 19. “rude staff are the most commonreason for poor customer service by over 50% of uk customers” source: cognito
  22. 22. 20. “17% said timeliness” source: cognito
  23. 23. 21.“19% said inability to solve customer problems” source: cognito
  24. 24. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough
  25. 25. 22. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough being transferred between staff
  26. 26. 23. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough no response to email
  27. 27. 24. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough length of time ‘on hold’
  28. 28. 25. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough being unable to reach a human
  29. 29. 26. “the top 5 reasons that create a decrease in customer loyalty are..” source: oracle report: why customer satisfaction is no longer good enough unkowledgeable staff
  30. 30. 27.“71% of customers go online first whenever they have a problem with a product” source: ciboudle and thinkjar report
  31. 31. 28. “49% of customers wanting help from acompany’s customer service team contact them by email”source: rakutken’s play.com report
  32. 32. 29. “and 43% pick up the phone! source: rakutken’s play.com report
  33. 33. 30. “51% of people who make a complaint on line expect a response…” source: maritz research
  34. 34. 31. “….but 85% of those questioned have never received one!” source: maritz research
  35. 35. 32. “58% said they were ‘happy’ on receiving a public response to their comments on social media from a brand” source: maritz research
  36. 36. 33. “and 27% said they were ‘delighted!” source: maritz research
  37. 37. 34. “46% of customers aged 24 and below use social media to air their grievances” source: rakutken’s play.com report
  38. 38. 35. “33% of them say that responses are too slow” source: rakutken’s play.com report
  39. 39. 36. “91% of customers don’t always complain when they receive poorcustomer service with over 40% of them thinking it is notworth complaining as statistic 8... companies simply don’t care!” source: report by rapide
  40. 40. 37. “only 27% of customers said theyeither always or often feedback when they’ve had great customer service!” source: report by rapide
  41. 41. 38. “81% of customers would be more likely to give feedback if they knew there would be an instant response” source: report by rapide
  42. 42. “86% of customers are more likely to39. purchase something following a good customer experience” source: temkin group 2012 report
  43. 43. “64% are unlikely to repurchase if they40. are very dissatisfied with the customer service interaction” source: temkin group 2012 report
  44. 44. 41.“48% of internet users told other people “all the time” about a good customer service experience with a company” source: american express report
  45. 45. 42. “78% of online customers recommend a brand to friends and other contacts after a great customer experience” source: clickfox
  46. 46. 43. “and 68% reported that they spend more money on the company’s items” source: clickfox
  47. 47. 44. “over 65% of uk bosses believe that businesses can’t keep up with the pace of change in today’s competitive markets” source: fit to change report
  48. 48. 45. “57% agree that an inability to respondrapidly and effectively to change is one of the most significant risks their business faces today” source: fit to change report
  49. 49. so........what are yougoing to do?
  50. 50. consider this….
  51. 51. i got this great suggestion from jim watson in portland, maine when i posted thestats on ‘customer think’:
  52. 52. Andy, thanks for assembling this list...Theres some very powerful stuff here that any business leader can use to map out a LoyaltyImprovement Plan for 2013:1. Read each Statistic, and think about how it applies to your own company.2. Pick the top 4 Stats where your company can most improve.3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.4. Begin working on new Initiative each month, so that by the end of each Quarter, youve addressedeach Stat, and can begin working on the next.If youve selected the right Stats for your business, by the end of 2013 you should see significantimprovements in Service, which will lead to significant improvements in loyalty.Thanks again Andy, and Happy New Year!Jim WatsonPortland, Maine
  53. 53. Andy, thanks for assembling this list...Theres some very powerful stuff here that any business leader can use to map out a LoyaltyImprovement Plan for 2013:1. Read each Statistic, and think about how it applies to your own company.2. Pick the top 4 Stats where your company can most improve.3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.4. Begin working on new Initiative each month, so that by the end of each Quarter, youve addressedeach Stat, and can begin working on the next.If youve selected the right Stats for your business, by the end of 2013 you should see significantimprovements in Service, which will lead to significant improvements in loyalty.Thanks again Andy, and Happy New Year!Jim WatsonPortland, Maine
  54. 54. Andy, thanks for assembling this list...Theres some very powerful stuff here that any business leader can use to map out a LoyaltyImprovement Plan for 2013:1. Read each Statistic, and think about how it applies to your own company.2. Pick the top 4 Stats where your company can most improve.3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.4. Begin working on new Initiative each month, so that by the end of each Quarter, youve addressedeach Stat, and can begin working on the next.If youve selected the right Stats for your business, by the end of 2013 you should see significantimprovements in Service, which will lead to significant improvements in loyalty.Thanks again Andy, and Happy New Year!Jim WatsonPortland, Maine
  55. 55. Andy, thanks for assembling this list...Theres some very powerful stuff here that any business leader can use to map out a LoyaltyImprovement Plan for 2013:1. Read each Statistic, and think about how it applies to your own company.2. Pick the top 4 Stats where your company can most improve.3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.4. Begin working on new Initiative each month, so that by the end of each Quarter, youve addressedeach Stat, and can begin working on the next.If youve selected the right Stats for your business, by the end of 2013 you should see significantimprovements in Service, which will lead to significant improvements in loyalty.Thanks again Andy, and Happy New Year!Jim WatsonPortland, Maine
  56. 56. Andy, thanks for assembling this list...Theres some very powerful stuff here that any business leader can use to map out a LoyaltyImprovement Plan for 2013:1. Read each Statistic, and think about how it applies to your own company.2. Pick the top 4 Stats where your company can most improve.3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.4. Begin working on new Initiative each month, so that by the end of each Quarter, youveaddressed each Stat, and can begin working on the next.If youve selected the right Stats for your business, by the end of 2013 you should see significantimprovements in Service, which will lead to significant improvements in loyalty.Thanks again Andy, and Happy New Year!Jim WatsonPortland, Maine
  57. 57. thanks jim! check out his website:http://www.jlwatsonconsulting
  58. 58. 5 simple ideas from me for you toconsider….
  59. 59. 1. be easy to find, ‘deal with’ and ‘buy from’!
  60. 60. 2. spot ‘disappointment’ and....
  61. 61. 3. ‘delight’ your customers! ‘surprise’ them with the level of service you provide!
  62. 62. 3. ‘delight’ your customers! ‘surprise’ them with the level of service you provide! ‘positively’ please!
  63. 63. 4. do stuff that gets people shouting about you to others....
  64. 64. 4. do stuff that gets people shouting about you to others....again, ‘good’ stuff please!
  65. 65. 5. do these thingsconsistently!
  66. 66. 5. do these thingsconsistently!encourage, engage and empower your people!
  67. 67. “don’t just stand there….. do something!” dick dastardly
  68. 68. takeaction, notnotes!
  69. 69. take action, not notes!thanks for your time! andy hanselman
  70. 70. want some more.....?
  71. 71. download this free 44 page ebook!
  72. 72. tune in to...Andy’s 3D Thoughts...... 3 iDeas in 3 minutes in your inbox every monday morning to help you think in 3D!
  73. 73. andy hanselman is a recognised expert on businesscompetitiveness and customer service. he researches, writes , speaks and consults on marketing, customer service and business development issues to enable leaders to revolutionise their business performance (and has being doing so for over 20 years!) you can find out more at: www.andyhanselman.com you can follow him at: www.twitter.com/andyhanselman you can email him at: andy@andyhanselman.com you can visit him at: andy hanselman consulting, 99 parkway avenue, sheffield s9 4wg, uk

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