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75
   Customer
   Service
   Facts,Quotes
   & Statistics
 How Your Business Can Deliver With the Best of the Best




                    1
TA B L E O F C O N T E N T S



1. The Cost of Bad Customer Service .................................... 3
2. What Customers Think ..................................................... 14
3. Power in a Personal Touch .............................................. 27
4. The Social Graph .............................................................. 41
5. Online Retail ...................................................................... 51
6. Email Customer Service ................................................... 60
7. The Best of the Best ........................................................... 68
8. Great Quotes .................................................................... 79
9. Delivering Memorable Online Service .......................... 86




                                            2
01
 THE COST OF
 BAD
 CUSTOMER
 SERVICE

     3
BY THE NUM BERS




                                              78% of consumers have bailed
                                              on a transaction or not made an
                                              intended purchase because of a
                                              poor service experience.




                                                Source: American Express Survey, 2011


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                      4                      HelpScout.net
DID YOU KN OW?




              A typical business hears from
             4% of its dissatisfied customers.
                             DISSATISFIED
                             CUSTOMERS           4%

           CUSTOMERS WHO DON’T
               VOICE COMPLAINTS                                                                           96%

              CUSTOMERS WHO WILL
                 NEVER COME BACK                                                                        91%




                                              Source: “Understanding Customers” by Ruby Newell-Legner


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                             5                                     HelpScout.net
FACT




                                              On average, loyal customers are
                                              worth up to10 times as much as
                                              their first purchase.




                                               Source: White House Office of Consumer Affairs


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                          6                          HelpScout.net
BY THE NUM BERS




                              5-20%             Probability of selling to a
                                                new prospect


                       60-70%                   Probability of selling to an
                                                existing customer




                                              Source: Marketing Metrics



CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE              7                     HelpScout.net
DID YOU KN OW?




                         It takes 12 positive experiences to make up
                           for one unresolved negative experience.


                                                                                             =




                                              Source: “Understanding Customers” by Ruby Newell-Legner


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                             8                               HelpScout.net
FACT




                                 News of bad customer service
                             reaches more than twice as many ears
                            as praise for a good service experience.




                                              The Takeaway

                                              Take the time to address unhappy customers and do everything in
                                              your power to remedy the situation. It’s not only worth keeping their
                                              business, but also avoiding any negative word of mouth exposure.




                                                       Source: White House Office of Consumer Affairs


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                                   9                                       HelpScout.net
DID YOU KN OW?




                                    It is 6-7 times more expensive to
                                   acquire a new customer than it is to
                                            keep a current one.




                                              Source: White House Office of Consumer Affairs


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                        10                          HelpScout.net
FACT




                                     For every customer who bothers to
                                       complain, 26 other customers
                                               remain silent.


                                              The Takeaway

                                              Customer feedback is gold! Come up with internal processes to track
                                              complaints and go about fixing them. Also, do everything in your
                                              power to make it really easy for customers to give feedback and tell
                                              you about problems they are having. It takes time to sift through
                                              feedback, but the value added to your business is worth it!




                                                       Source: White House Office of Consumer Affairs


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                                 11                                       HelpScout.net
THE B RIGHT SIDE




                                        3 in 5 Americans (59%)
                                   would try a new brand or company
                                    for a better service experience.




                                              Source: American Express Survey, 2011


CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                    12                     HelpScout.net
THE BOTTOM LINE




                                               Any business with
                                              customers is in the
                                               “people” business.

                             Losing even a single customer can be very costly. It’s critical
                               for companies to turn a complaint into a positive for the
                                   customer and for the company moving forward.




CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE                13                                  HelpScout.net
02 THINK
   WHAT
   CUSTOMERS




      14
FACT




                       In 2011, 7 in 10 Americans said they were
                       willing to spend more with companies they
                       believe provide excellent customer service.

                                  2011                                                7

                                  2010                                           <6




                                         Source: American Express Survey, 2011


CHAPTER 2: WHAT CUSTOMERS THINK                           15                              HelpScout.net
QUOTE




                                  When customers share their story,
                                  they’re not just sharing pain points.
                                  They’re actually teaching you how
                                  to make your product, service, and
                                  business better. Your customer service
                                  organization should be designed to
                                  efficiently communicate those issues.”
                                  Kristin Smaby, “Being Human is Good Business”




CHAPTER 2: WHAT CUSTOMERS THINK                                    16             HelpScout.net
BY THE NUM BERS




                                  According to consumers,
                          customer service agents failed to answer
                               their questions 50% of the time.


                                     Wa s t h i s an s w er h elp
                                                                        ful ?
                                           YES           NO




                                           Source: Harris Interactive


CHAPTER 2: WHAT CUSTOMERS THINK                       17                        HelpScout.net
THE B RIGHT SIDE




                                       80% of Americans agree that
                                       smaller companies place a greater
                                       emphasis on customer service than
                                       large businesses.


                                  The Takeaway

                                  Small companies can differentiate themselves from large competition
                                  and win over new customers with great service.




                                              Source: American Express Survey, 2011


CHAPTER 2: WHAT CUSTOMERS THINK                                 18                                      HelpScout.net
DID YOU KN OW?




                                       In the last year, 67% of customers
                                       have hung up the phone out of
                                       frustration they could not talk to a
                                       real person.

                                  The Takeaway

                                  Eliminate unnecessary barriers between you and your customers.
                                  They will happily do business with you if they feel valued.




                                              Source: Consumer Reports Survey, 2011


CHAPTER 2: WHAT CUSTOMERS THINK                                19                                  HelpScout.net
FACT




                                              What goes into
                                  a happy customer
                                     experience?
                                   Customers who say
                COMPETENT SERVICE REPS                                                                         78%

                                   Customers who say
                             PERSONALIZATION                                              38%




                                  Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009


CHAPTER 2: WHAT CUSTOMERS THINK                                      20                                          HelpScout.net
THE DATA POINT




                                       75% of customers believe it takes
                                       too long to reach a live agent.



                                  The Takeaway

                                  If you offer some sort of live service (phone or live chat), it’s
                                  paramount that you get customers to a live person in 2 minutes or
                                  less. Otherwise it creates frustration that can lead to a seriously
                                  unhappy customer.



                                                       Source: Harris Interactive


CHAPTER 2: WHAT CUSTOMERS THINK                                   21                                    HelpScout.net
QUOTE




                                  Although your customers won’t
                                  love you if you give bad service,
                                  your competitors will.”
                                  Kate Zabriskie




CHAPTER 2: WHAT CUSTOMERS THINK                    22                 HelpScout.net
BY THE NUM BERS




                                  70% of buying experiences are
                                  based on how the customer feels
                                  they are being treated.




                                        Source: McKinsey


CHAPTER 2: WHAT CUSTOMERS THINK               23                    HelpScout.net
BY THE NUM BERS




                                  80% of companies say they deliver
                                    “superior” customer service.

                          8% of people think these same companies
                            deliver “superior” customer service.

                                     The Takeaway

                                     Decide what metrics are critical to measuring customer satisfaction.
                                     Don’t just go with your gut; prove that you provide great service with
                                     data. Also, don’t hesitate to survey customers for feedback and mea-
                                     sure success that way.




                                        Source: “Customer Service Hell” by Brad Tuttle, Time, 2011


CHAPTER 2: WHAT CUSTOMERS THINK                                     24                                        HelpScout.net
FACT




                                  91% of unhappy customers will not
                                  willingly do business with you again.



THE B RIGHT SIDE




                                  Resolve a complaint in the customer’s
                                  favor and they will do business with
                                  you again 70% of the time.


                                         Source: Lee Resources


CHAPTER 2: WHAT CUSTOMERS THINK                  25                       HelpScout.net
THE BOTTOM LINE




                                           Customers overwhelmingly
                                           show appreciation for great
                                           service with their wallets.

                                     Your company should invest heavily in measuring
                                  customer satisfaction over time and work to consistently
                                                     give better service.




CHAPTER 2: WHAT CUSTOMERS THINK                              26                              HelpScout.net
03
     POWER IN A
     PERSONAL
     TOUCH

        27
QUOTE




                                       Stellar service should be non-negotiable
                                       and merchants shouldn't hide behind
                                       self-service tools and technology when
                                       it comes to knowing their products and
                                       taking care of their customers.”
                                       Lauren Freedman, President of The E-Tailing Group




CHAPTER 3: POWER IN A PERSONAL TOUCH                                    28                 HelpScout.net
THE DATA POINT




                              Almost 9 out of 10 U.S. consumers say
                                they would pay more to ensure a
                                  superior customer experience.

                                              The Takeaway

                                              Competing on price isn’t the most effective way to build an enduring
                                              business. Great service, delivered time and time again, is defensible
                                              against the stiffest and most well-funded competition.




                                       Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010


CHAPTER 3: POWER IN A PERSONAL TOUCH                                         29                                         HelpScout.net
QUOTE



                                       People want this level of engagement from the
                                       companies with which they do business … even the
                                       best of what formerly passed for good customer
                                       service is no longer enough. You have to be no
                                       less than a customer concierge, doing everything
                                       you can to make every one of your customers
                                       feel acknowledged, appreciated, and heard. You
                                       have to make them feel special, just like when your
                                       great-grandmother walked into Butcher Bob’s shop
                                       or bought her new hat, and you need to make
                                       people who aren’t your customers wish they were.
                                       Social media gives businesses the tools to do that
                                       for the first time in a scalable way.”
                                       Gary Vaynerchuk, “The Thank You Economy”




CHAPTER 3: POWER IN A PERSONAL TOUCH                                 30                      HelpScout.net
DID YOU KN OW?



                   By far, the MOST requested improvement from customers was

                                  “Better Human Service.”
                          BETTER HUMAN SERVICE                                                                      40%

                   INTEGRATE MORE CHANNELS                                                20%

                              ENRICHED CONTENT                                    15%

                    WEB ASSITANTS OR AVATARS                                      15%

                                           OTHER                 7%

                SUPPORT SOCIAL COMMUNITIES                      5%




                                       Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009


CHAPTER 3: POWER IN A PERSONAL TOUCH                                      31                                              HelpScout.net
BY THE NUM BERS




                               In 2011, 86% of consumers quit doing
                                 business with a company because
                                   of a bad customer experience.

                            2011                                                                                        86%


                           2007                                                                59%




                                       Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010


CHAPTER 3: POWER IN A PERSONAL TOUCH                                        32                                                HelpScout.net
QUOTE




                                       W
                                        hile automation can be expedient, the
                                       resulting impersonal tone and risk of poor
                                       information are formidable … most
                                       importantly, merchants are missing an
                                       opportune moment to connect with current
                                       and prospective customers.”
                                       Annual Mystery Shopping Study by The E-tailing Group, 2010




CHAPTER 3: POWER IN A PERSONAL TOUCH                                   33                           HelpScout.net
DID YOU KN OW?




                              Most cringe-worthy phrases
                             customers don’t want to hear:

                           “ e’re unable to answer your question. Please call xxx-xxx-xxxx
                            W
                            to speak to a representative from xxx team.”


                       “ e’re sorry, but we’re experiencing unusually heavy call
                        W
                        volumes. You can hold or try back at another time.”


                                       “Your call is important to us. Please continue to hold.”




                                                  Source: American Express Survey, 2011


CHAPTER 3: POWER IN A PERSONAL TOUCH                              34                              HelpScout.net
QUOTE




                                       I
                                       f anybody ever called our number, it
                                       would be picked up in less than 2 rings
                                       with a friendly voice answering, ‘CD Baby.’
                                       From 7 am to 10 pm, there was always
                                       somebody to pick up a call in 2 rings. No
                                       voice mail system; no routing to different
                                       departments. We treated our customers
                                       like our best friends. You don’t route your
                                       best friend’s call to an automated system!”
                                       Derek Sivers, CD Baby




CHAPTER 3: POWER IN A PERSONAL TOUCH                           35                    HelpScout.net
FACT




                                            Employees only ask for the
                            Sarah
                                            customer’s name 21% of the time.


                                       HINT: The person has a name 100% of the time,
                                                  and they like hearing it.




                                                  Source: ContactPoint Client Research


CHAPTER 3: POWER IN A PERSONAL TOUCH                              36                     HelpScout.net
QUOTE




                                       In an era when companies see online
                                       support as a way to shield themselves
                                       from ‘costly’ interactions with their
                                       customers, it’s time to consider an entirely
                                       different approach: building human-
                                       centric customer service through great
                                       people and clever technology. So, get to
                                       know your customers. Humanize them.
                                       Humanize yourself. It’s worth it.”
                                       Kristin Smaby, “Being Human is Good Business”




CHAPTER 3: POWER IN A PERSONAL TOUCH                                   37              HelpScout.net
DID YOU KN OW?




                                          TOP TWO REASONS
                                         FOR CUSTOMER LOSS
                                       1. Customers feel poorly treated.
                                       2.  ailure to solve a problem in
                                          F
                                          a timely manner.



                                       Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010


CHAPTER 3: POWER IN A PERSONAL TOUCH                                         38                                         HelpScout.net
QUOTE




                                       Ask your customers to be part of
                                       the solution, and don’t view them
                                       as part of the problem.”
                                       Alan Weiss




CHAPTER 3: POWER IN A PERSONAL TOUCH                39                     HelpScout.net
THE BOTTOM LINE




                                           T s no substitution
                                            here’
                                             for knowledgable,
                                              human service.

                                    You’ll be amazed at what happens when you go
                                 out of your way to be an available and authentic voice
                                               on the other end of the line.




CHAPTER 3: POWER IN A PERSONAL TOUCH                       40                             HelpScout.net
04
     THE
     SOCIAL
     GRAPH

           41
DID YOU KN OW?




                                   Customers are 75% more likely
                                   to purchase from a brand they
                                   follow on Twitter.


                              The Takeaway

                              Engaging with your customers on Twitter is a great investment. Follow
                              and promote them to your own followers when you have the opportu-
                              nity. Most importantly, be there to listen if something goes wrong.




                                                   Source: Touch Agency


CHAPTER 4: THE SOCIAL GRAPH                                 42                                        HelpScout.net
QUOTE




                              The rise of the citizen review site is a
                              sobering development. No longer are
                              you on top of the mountain, blasting
                              your marketing message down to the
                              masses through your megaphone. All of
                              a sudden, the masses are conversing with
                              one another. If your service or product
                              isn’t any good, they’ll out you.”
                              David Pogue, Scientific American, 2011




CHAPTER 4: THE SOCIAL GRAPH                                     43       HelpScout.net
BY THE NUM BERS




                                           58% of Americans perform online
                                           research about the products and
                                           services that they are
                                           considering purchasing.




                              Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010


CHAPTER 4: THE SOCIAL GRAPH                                          44                                            HelpScout.net
DID YOU KN OW?




                              Knowing what’s being said about your
                                company online allows you to see
                                  where you’re succeeding and
                                  where you need improvement.

                                   The Takeaway

                                   Unfiltered feedback from customers is a positive even when it’s
                                   negative. A bad or so-so online review can actually help you
                                   because it gives customers certainty that the opinion is unbiased.




                                              Source: Gail Goodman, Entrepreneur, 2011


CHAPTER 4: THE SOCIAL GRAPH                                       45                                    HelpScout.net
QUOTE




                              Friends and colleagues’ endorsements,
                              discussed in real life or through Twitter
                              and Facebook updates, are more likely
                              to drive sales than even a positive user
                              review posted on a site like Yelp or
                              Amazon (but those matter, too).”
                              Jason Mittelstaedt, CMO at RightNow




CHAPTER 4: THE SOCIAL GRAPH                                   46          HelpScout.net
THE DATA POINT




                          Americans tell an average of 9 people
                                  about good experiences,
                         and tell 16 (nearly two times more) people
                                   about poor experiences.

                                                        9

                                                                              16

                                 0                      10 People                  20 People




                                      Source: American Express Survey, 2011


CHAPTER 4: THE SOCIAL GRAPH                           47                                       HelpScout.net
BY THE NUM BERS




                                           24% of American adults have
                                           posted comments or reviews
                                           online about the product or
                                           services they buy.




                              Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010


CHAPTER 4: THE SOCIAL GRAPH                                          48                                            HelpScout.net
DID YOU KN OW?



                               Over 1 million people view tweets
                              about customer service every week.

                                        Roughly 80% of customer service
                                        tweets are negative or critical
                                        in nature.


                                   The Takeaway

                                   Monitor your brand’s mentions on social media channels so you
                                   can respond to customer complaints before they escalate. It’s an
                                   opportunity to wow them!




                                                        Source: Touch Agency


CHAPTER 4: THE SOCIAL GRAPH                                      49                                   HelpScout.net
THE BOTTOM LINE




                                            T customer service
                                             he
                                           landscape is changing.

                                  Customers expect to be able to reach a real person
                                   in your company, be it via a website, social media
                              or the phone. Being responsive to those requests is critical!




CHAPTER 4: THE SOCIAL GRAPH                                50                                 HelpScout.net
05   ONLINE
     RETAIL

       51
QUOTE




                           Always keep in mind the old retail adage:
                           Customers remember the service a lot
                           longer than they remember the price.”
                           Lauren Freedman, President of The E-Tailing Group




CHAPTER 5: ONLINE RETAIL                                     52                HelpScout.net
BY THE NUM BERS




                                42% of online shoppers said
                                they had contacted a retailer
                                about an online purchase in the
                                last 6 months.

                           The Takeaway

                           A high percentage of buyers on your website will have a question
                           before completing their purchase. The speed, personal touch and
                           accuracy with which you are able to provide an answer will make all
                           the difference in whether they buy and keep buying from you.




                                    Source: Jupiter Research/Forrester Research Inc


CHAPTER 5: ONLINE RETAIL                                  53                                     HelpScout.net
QUOTE




                           People now expect the same—if not better—
                           level of service from online storefronts and
                           service channels as they do from a visit to
                           a retail store or a phone conversation with
                           an agent.”
                           “Email Customer Service in North American Small and Medium Businesses”
                            by BenchmarkPortal, 2005




CHAPTER 5: ONLINE RETAIL                                    54                                       HelpScout.net
FACT




                                94% of all online retailers provide
                                email customer service


                                27% of email inquiries are
                                answered incorrectly


                           The Takeaway

                           Knowledge of the product is more important than speed when
                           emailing a customer, so do everything in your power to get it right
                           the first time, every time.



                                      Source: Zak Stambor, Internet Retailer, 2010


CHAPTER 5: ONLINE RETAIL                                  55                                     HelpScout.net
BY THE NUM BERS




                                  In a 2010 E-tailing Group survey,
                                  only 10 of 100 online merchants
                                  made the cut for stellar
                                  customer service.




                           Source: Annual Mystery Shopping Study by The E-Tailing Group, 2010


CHAPTER 5: ONLINE RETAIL                                  56                                    HelpScout.net
QUOTE




                           A man without a smiling face
                           must not open a shop.”
                           Chinese Proverb




CHAPTER 5: ONLINE RETAIL                     57           HelpScout.net
THE DATA POINT




                            Customer experience quality could
                           result in a swing of $184 million for a
                                    large Internet retailer.




                                      Source: Forrester Research Inc., 2008


CHAPTER 5: ONLINE RETAIL                               58                     HelpScout.net
THE BOTTOM LINE




                                 Great online retailers see
                               service not as a cost, but as
                                   a sales opportunity.

                           Service is how they differentiate themselves from
                            competition and earn their customers’ business
                                        over and over again.




CHAPTER 5: ONLINE RETAIL                          59                           HelpScout.net
06
     EMAIL
     CUSTOMER
     SERVICE

        60
BY THE NUM BERS


                                    Measuring Performance:
                                    The Top 10 Average Email Reply Times of the
                                       Largest 100 Internet Retailers in the US

                  OfficeDepot.com              0:48:00
            MusiciansFriend.com                 0:58:40
                        Diapers.com               1:23:48
                  DisneyStore.com                  1:47:40
                 Abercrombie.com                   1:50:45
                 USAutoParts.com                            3:38:00
                              Gift.com                         4:43:00
                         PCMall.com                             4:49:48
                           Kohls.com                                  5:02:00
            ColdwaterCreek.com                                        5:06:10

       Avg of Top 100 Retailers                                                                                  17:00:00

                                     0:00:00         3:36:00            7:12:00            10:48:00   14:24:00   18:00:00


                                                   Source: Internet Retailer/STELLAService, 2011


CHAPTER 6: EMAIL CUSTOMER SERVICE                                       61                                             HelpScout.net
FACT




                    The quality of your email response matters just as
                          much—if not more—than timeliness.

                                                                              21%
                                                                                                    GOOD

                                                                                                    FAIR

                                51%
                                                                                                    POOR
                                                                                    13%
                                                                                                    UNRELATED

                                                                                                    NO RESPONSE

                                                                        14%
                                                            1%




                       Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005


CHAPTER 6: EMAIL CUSTOMER SERVICE                                        62                                                      HelpScout.net
FACT




                        BenchmarkPortal analysts, pretending to be prospective buyers,
                        sent emails asking for information about high-value products
                        and services through webforms or email addresses provided on
                        the company websites.




                                                83% of small and medium-sized
                                                businesses responded with
                                                inaccurate or incomplete answers.



                       Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005


CHAPTER 6: EMAIL CUSTOMER SERVICE                                        63                                                      HelpScout.net
BY THE NUM BERS




                            41% of consumers expect an e-mail
                                response within six hours.
                                    Only 36% of retailers responded that quickly.

                                        36%

                                                21%

                                                            18%                                14%

                                                                          7%
                                                                                       4%


                                        6 Hrs   1 Day      2 Days        3 Days       3 Days   Never




                                                   Source: Forrester Research Inc., 2008


CHAPTER 6: EMAIL CUSTOMER SERVICE                                   64                                 HelpScout.net
FACT




                                                   24 hours or less is
                                                   widely considered an
                                                     acceptable email
                                                      response time.

                                       HINT: Respond within an hour for a WOW factor
                                                     with the customer.




                       Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005


CHAPTER 6: EMAIL CUSTOMER SERVICE                                        65                                                      HelpScout.net
QUOTE




                                    T
                                     he handful of companies that respond
                                    promptly and accurately to customer
                                    emails increase trust in their brand,
                                    bolster customer satisfaction, and boost
                                    sales both online and offline.”
                                    BenchmarkPortal




CHAPTER 6: EMAIL CUSTOMER SERVICE                     66                       HelpScout.net
THE BOTTOM LINE




                                            Email is a critical medium
                                            for online customer service.


                                    The only thing more important than response time and
                                    personalization is the quality of your response. Go the
                                       extra mile to resolve questions in a single email.




CHAPTER 6: EMAIL CUSTOMER SERVICE                             67                              HelpScout.net
07
     THE
     BEST OF
     THE BEST

           68
THE DATA POINT




                                    The Top 10 Companies
                              Rated as Giving Excellent Service in 2011




                                        Source: MSN Money/Zogby International Survey


CHAPTER 7: THE BEST OF THE BEST                             69                         HelpScout.net
THE DATA POINT




                                    The Bottom 10 Companies
                                  Rated as Giving Poor Service in 2011




                                          Source: MSN Money/Zogby International Survey


CHAPTER 7: THE BEST OF THE BEST                               70                         HelpScout.net
QUOTE




                                  Smart businesses should come to realize
                                  that the customer service bar is lower—
                                  and that today, it’s easier than ever to
                                  differentiate your company from the
                                  pack with (crazy as it seems) actual
                                  quality customer service.”
                                  B
                                   rad Tuttle, “A Few Thoughts on the God-Awful State of Customer Service,” Time, 2010




CHAPTER 7: THE BEST OF THE BEST                                    71                                                     HelpScout.net
DID YOU KN OW?



                          Temkin Respondents’ Top 5 Companies
                                  for an excellent customer experience



                                                        1. Amazon
                                                        2. Kohl’s
                                                        3. Costco
                                                        4. Lowe’s
                                                        5. Sam’s Club




                                        Source: Bruce Temkin, Temkin Experience Ratings, 2011


CHAPTER 7: THE BEST OF THE BEST                                  72                             HelpScout.net
DID YOU KN OW?




                              Temkin Respondents’ Top Companies
                                           for each rating category

                              FUNCTIONAL                     ACCESSIBLE                             EMOTIONAL

                                                                                                     Amazon
                                  Costco                         Kohl’s
                                                                                                     Marriot
                                  Amazon                         Costco
                                                                                                      Kohl’s




                                            Source: Bruce Temkin, Temkin Experience Ratings, 2011


CHAPTER 7: THE BEST OF THE BEST                                      73                                         HelpScout.net
THE DATA POINT




                                             81% of companies with strong
                                             capabilities and competencies
                                             for delivering customer
                                             experience excellence are
                                             outperforming their competition.




                                  Source: Peppers  Rogers Group, Customer Experience Maturity Monitor, 2009


CHAPTER 7: THE BEST OF THE BEST                                      74                                        HelpScout.net
QUOTE




                                  Whatever you are, be a good one.”
                                  Abraham Lincoln




CHAPTER 7: THE BEST OF THE BEST                     75                HelpScout.net
DID YOU KN OW?




                                  According to the Temkin Survey,
                                       customers believe ...

                                             RETAILERS
                                    deliver the best experience

                            TV SERVICE PROVIDERs  HEALTH PLANS
                                        deliver the worst


                                      Source: Bruce Temkin, Temkin Experience Ratings, 2011


CHAPTER 7: THE BEST OF THE BEST                                76                             HelpScout.net
QUOTE




                                  Customer service shouldn’t
                                  just be a department, it should
                                  be the entire company.”
                                  Tony Hsieh, CEO of Zappos




CHAPTER 7: THE BEST OF THE BEST                               77    HelpScout.net
THE BOTTOM LINE




                                           Companies with great
                                           service aren’t afraid to
                                          charge a premium for it.

                                  You can differentiate from competition by WOWing
                                    customers, not just trying to compete on price.




CHAPTER 7: THE BEST OF THE BEST                          78                           HelpScout.net
08   GREAT
     QUOTES

       79
QUOTE




                          The single most important thing is to
                          make people happy. If you are making
                          people happy, as a side effect, they
                          will be happy to open up their wallets
                          and pay you.”
                          Derek Sivers, CD Baby




CHAPTER 8: GREAT QUOTES                           80               HelpScout.net
QUOTE




                          It’s very logical: There is proven ROI in
                          doing whatever you can to turn your
                          customers into advocates for your brand
                          or business. The way to create advocates
                          is to offer superior customer service.”
                          Gary Vaynerchuk, “The Thank You Economy”




CHAPTER 8: GREAT QUOTES                                  81           HelpScout.net
QUOTE




                          Getting service right is more than just
                          a nice to do; it’s a must do. American
                          consumers are willing to spend more
                          with companies that provide outstanding
                          service … ultimately, great service can
                          drive sales and customer loyalty.”
                          Jim Bush, Executive VP at American Express




CHAPTER 8: GREAT QUOTES                                    82          HelpScout.net
QUOTE




                          Always do more than is
                          required of you.”
                          George S. Patton




CHAPTER 8: GREAT QUOTES                      83    HelpScout.net
QUOTE




                          There are many who subscribe to the
                          convention that service is a business cost,
                          but our data demonstrates that superior
                          service is an investment that can help
                          drive business growth. Investing in quality
                          talent, and ensuring they have the skills,
                          training and tools that enable them to
                          empathize and actively listen to custom-
                          ers are central to providing consistently
                          excellent service experiences.”
                          Jim Bush, Executive VP at American Express




CHAPTER 8: GREAT QUOTES                                     84          HelpScout.net
QUOTE




                          Customer service is the
                          new marketing.”
                          Derek Sivers, CD Baby




CHAPTER 8: GREAT QUOTES                           85   HelpScout.net
09   DELIVERing
     MEMORABLE
     ONLINE SERVICE


        86
You can delight customers,
                                       keep your team on the same page
                                    and grow your business with Help Scout!

                                                Enter “75ebook” for a free
                                            $20 account credit when you sign up.

                                                      SIGN UP NOW!




CHAPTER 9: DELIVERING MEMORABLE ONLINE SERVICE               87                    HelpScout.net
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75 Customer Service Facts, Quotes & Statistics

  • 1. An eBook by 75 Customer Service Facts,Quotes & Statistics How Your Business Can Deliver With the Best of the Best 1
  • 2. TA B L E O F C O N T E N T S 1. The Cost of Bad Customer Service .................................... 3 2. What Customers Think ..................................................... 14 3. Power in a Personal Touch .............................................. 27 4. The Social Graph .............................................................. 41 5. Online Retail ...................................................................... 51 6. Email Customer Service ................................................... 60 7. The Best of the Best ........................................................... 68 8. Great Quotes .................................................................... 79 9. Delivering Memorable Online Service .......................... 86 2
  • 3. 01 THE COST OF BAD CUSTOMER SERVICE 3
  • 4. BY THE NUM BERS 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011 CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 4 HelpScout.net
  • 5. DID YOU KN OW? A typical business hears from 4% of its dissatisfied customers. DISSATISFIED CUSTOMERS 4% CUSTOMERS WHO DON’T VOICE COMPLAINTS 96% CUSTOMERS WHO WILL NEVER COME BACK 91% Source: “Understanding Customers” by Ruby Newell-Legner CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 5 HelpScout.net
  • 6. FACT On average, loyal customers are worth up to10 times as much as their first purchase. Source: White House Office of Consumer Affairs CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 6 HelpScout.net
  • 7. BY THE NUM BERS 5-20% Probability of selling to a new prospect 60-70% Probability of selling to an existing customer Source: Marketing Metrics CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 7 HelpScout.net
  • 8. DID YOU KN OW? It takes 12 positive experiences to make up for one unresolved negative experience. = Source: “Understanding Customers” by Ruby Newell-Legner CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 8 HelpScout.net
  • 9. FACT News of bad customer service reaches more than twice as many ears as praise for a good service experience. The Takeaway Take the time to address unhappy customers and do everything in your power to remedy the situation. It’s not only worth keeping their business, but also avoiding any negative word of mouth exposure. Source: White House Office of Consumer Affairs CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 9 HelpScout.net
  • 10. DID YOU KN OW? It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 10 HelpScout.net
  • 11. FACT For every customer who bothers to complain, 26 other customers remain silent. The Takeaway Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. Also, do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having. It takes time to sift through feedback, but the value added to your business is worth it! Source: White House Office of Consumer Affairs CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 11 HelpScout.net
  • 12. THE B RIGHT SIDE 3 in 5 Americans (59%) would try a new brand or company for a better service experience. Source: American Express Survey, 2011 CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 12 HelpScout.net
  • 13. THE BOTTOM LINE Any business with customers is in the “people” business. Losing even a single customer can be very costly. It’s critical for companies to turn a complaint into a positive for the customer and for the company moving forward. CHAPTER 1: THE COST OF BAD CUSTOMER SERVICE 13 HelpScout.net
  • 14. 02 THINK WHAT CUSTOMERS 14
  • 15. FACT In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. 2011 7 2010 <6 Source: American Express Survey, 2011 CHAPTER 2: WHAT CUSTOMERS THINK 15 HelpScout.net
  • 16. QUOTE When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.” Kristin Smaby, “Being Human is Good Business” CHAPTER 2: WHAT CUSTOMERS THINK 16 HelpScout.net
  • 17. BY THE NUM BERS According to consumers, customer service agents failed to answer their questions 50% of the time. Wa s t h i s an s w er h elp ful ? YES NO Source: Harris Interactive CHAPTER 2: WHAT CUSTOMERS THINK 17 HelpScout.net
  • 18. THE B RIGHT SIDE 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. The Takeaway Small companies can differentiate themselves from large competition and win over new customers with great service. Source: American Express Survey, 2011 CHAPTER 2: WHAT CUSTOMERS THINK 18 HelpScout.net
  • 19. DID YOU KN OW? In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person. The Takeaway Eliminate unnecessary barriers between you and your customers. They will happily do business with you if they feel valued. Source: Consumer Reports Survey, 2011 CHAPTER 2: WHAT CUSTOMERS THINK 19 HelpScout.net
  • 20. FACT What goes into a happy customer experience? Customers who say COMPETENT SERVICE REPS 78% Customers who say PERSONALIZATION 38% Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009 CHAPTER 2: WHAT CUSTOMERS THINK 20 HelpScout.net
  • 21. THE DATA POINT 75% of customers believe it takes too long to reach a live agent. The Takeaway If you offer some sort of live service (phone or live chat), it’s paramount that you get customers to a live person in 2 minutes or less. Otherwise it creates frustration that can lead to a seriously unhappy customer. Source: Harris Interactive CHAPTER 2: WHAT CUSTOMERS THINK 21 HelpScout.net
  • 22. QUOTE Although your customers won’t love you if you give bad service, your competitors will.” Kate Zabriskie CHAPTER 2: WHAT CUSTOMERS THINK 22 HelpScout.net
  • 23. BY THE NUM BERS 70% of buying experiences are based on how the customer feels they are being treated. Source: McKinsey CHAPTER 2: WHAT CUSTOMERS THINK 23 HelpScout.net
  • 24. BY THE NUM BERS 80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. The Takeaway Decide what metrics are critical to measuring customer satisfaction. Don’t just go with your gut; prove that you provide great service with data. Also, don’t hesitate to survey customers for feedback and mea- sure success that way. Source: “Customer Service Hell” by Brad Tuttle, Time, 2011 CHAPTER 2: WHAT CUSTOMERS THINK 24 HelpScout.net
  • 25. FACT 91% of unhappy customers will not willingly do business with you again. THE B RIGHT SIDE Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time. Source: Lee Resources CHAPTER 2: WHAT CUSTOMERS THINK 25 HelpScout.net
  • 26. THE BOTTOM LINE Customers overwhelmingly show appreciation for great service with their wallets. Your company should invest heavily in measuring customer satisfaction over time and work to consistently give better service. CHAPTER 2: WHAT CUSTOMERS THINK 26 HelpScout.net
  • 27. 03 POWER IN A PERSONAL TOUCH 27
  • 28. QUOTE Stellar service should be non-negotiable and merchants shouldn't hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.” Lauren Freedman, President of The E-Tailing Group CHAPTER 3: POWER IN A PERSONAL TOUCH 28 HelpScout.net
  • 29. THE DATA POINT Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. The Takeaway Competing on price isn’t the most effective way to build an enduring business. Great service, delivered time and time again, is defensible against the stiffest and most well-funded competition. Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010 CHAPTER 3: POWER IN A PERSONAL TOUCH 29 HelpScout.net
  • 30. QUOTE People want this level of engagement from the companies with which they do business … even the best of what formerly passed for good customer service is no longer enough. You have to be no less than a customer concierge, doing everything you can to make every one of your customers feel acknowledged, appreciated, and heard. You have to make them feel special, just like when your great-grandmother walked into Butcher Bob’s shop or bought her new hat, and you need to make people who aren’t your customers wish they were. Social media gives businesses the tools to do that for the first time in a scalable way.” Gary Vaynerchuk, “The Thank You Economy” CHAPTER 3: POWER IN A PERSONAL TOUCH 30 HelpScout.net
  • 31. DID YOU KN OW? By far, the MOST requested improvement from customers was “Better Human Service.” BETTER HUMAN SERVICE 40% INTEGRATE MORE CHANNELS 20% ENRICHED CONTENT 15% WEB ASSITANTS OR AVATARS 15% OTHER 7% SUPPORT SOCIAL COMMUNITIES 5% Source: “The Cost of Poor Customer Service” by Genesys Global Survey, 2009 CHAPTER 3: POWER IN A PERSONAL TOUCH 31 HelpScout.net
  • 32. BY THE NUM BERS In 2011, 86% of consumers quit doing business with a company because of a bad customer experience. 2011 86% 2007 59% Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010 CHAPTER 3: POWER IN A PERSONAL TOUCH 32 HelpScout.net
  • 33. QUOTE W hile automation can be expedient, the resulting impersonal tone and risk of poor information are formidable … most importantly, merchants are missing an opportune moment to connect with current and prospective customers.” Annual Mystery Shopping Study by The E-tailing Group, 2010 CHAPTER 3: POWER IN A PERSONAL TOUCH 33 HelpScout.net
  • 34. DID YOU KN OW? Most cringe-worthy phrases customers don’t want to hear: “ e’re unable to answer your question. Please call xxx-xxx-xxxx W to speak to a representative from xxx team.” “ e’re sorry, but we’re experiencing unusually heavy call W volumes. You can hold or try back at another time.” “Your call is important to us. Please continue to hold.” Source: American Express Survey, 2011 CHAPTER 3: POWER IN A PERSONAL TOUCH 34 HelpScout.net
  • 35. QUOTE I f anybody ever called our number, it would be picked up in less than 2 rings with a friendly voice answering, ‘CD Baby.’ From 7 am to 10 pm, there was always somebody to pick up a call in 2 rings. No voice mail system; no routing to different departments. We treated our customers like our best friends. You don’t route your best friend’s call to an automated system!” Derek Sivers, CD Baby CHAPTER 3: POWER IN A PERSONAL TOUCH 35 HelpScout.net
  • 36. FACT Employees only ask for the Sarah customer’s name 21% of the time. HINT: The person has a name 100% of the time, and they like hearing it. Source: ContactPoint Client Research CHAPTER 3: POWER IN A PERSONAL TOUCH 36 HelpScout.net
  • 37. QUOTE In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human- centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.” Kristin Smaby, “Being Human is Good Business” CHAPTER 3: POWER IN A PERSONAL TOUCH 37 HelpScout.net
  • 38. DID YOU KN OW? TOP TWO REASONS FOR CUSTOMER LOSS 1. Customers feel poorly treated. 2. ailure to solve a problem in F a timely manner. Source: Customer Experience Impact Report by Harris Interactive/RightNow, 2010 CHAPTER 3: POWER IN A PERSONAL TOUCH 38 HelpScout.net
  • 39. QUOTE Ask your customers to be part of the solution, and don’t view them as part of the problem.” Alan Weiss CHAPTER 3: POWER IN A PERSONAL TOUCH 39 HelpScout.net
  • 40. THE BOTTOM LINE T s no substitution here’ for knowledgable, human service. You’ll be amazed at what happens when you go out of your way to be an available and authentic voice on the other end of the line. CHAPTER 3: POWER IN A PERSONAL TOUCH 40 HelpScout.net
  • 41. 04 THE SOCIAL GRAPH 41
  • 42. DID YOU KN OW? Customers are 75% more likely to purchase from a brand they follow on Twitter. The Takeaway Engaging with your customers on Twitter is a great investment. Follow and promote them to your own followers when you have the opportu- nity. Most importantly, be there to listen if something goes wrong. Source: Touch Agency CHAPTER 4: THE SOCIAL GRAPH 42 HelpScout.net
  • 43. QUOTE The rise of the citizen review site is a sobering development. No longer are you on top of the mountain, blasting your marketing message down to the masses through your megaphone. All of a sudden, the masses are conversing with one another. If your service or product isn’t any good, they’ll out you.” David Pogue, Scientific American, 2011 CHAPTER 4: THE SOCIAL GRAPH 43 HelpScout.net
  • 44. BY THE NUM BERS 58% of Americans perform online research about the products and services that they are considering purchasing. Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010 CHAPTER 4: THE SOCIAL GRAPH 44 HelpScout.net
  • 45. DID YOU KN OW? Knowing what’s being said about your company online allows you to see where you’re succeeding and where you need improvement. The Takeaway Unfiltered feedback from customers is a positive even when it’s negative. A bad or so-so online review can actually help you because it gives customers certainty that the opinion is unbiased. Source: Gail Goodman, Entrepreneur, 2011 CHAPTER 4: THE SOCIAL GRAPH 45 HelpScout.net
  • 46. QUOTE Friends and colleagues’ endorsements, discussed in real life or through Twitter and Facebook updates, are more likely to drive sales than even a positive user review posted on a site like Yelp or Amazon (but those matter, too).” Jason Mittelstaedt, CMO at RightNow CHAPTER 4: THE SOCIAL GRAPH 46 HelpScout.net
  • 47. THE DATA POINT Americans tell an average of 9 people about good experiences, and tell 16 (nearly two times more) people about poor experiences. 9 16 0 10 People 20 People Source: American Express Survey, 2011 CHAPTER 4: THE SOCIAL GRAPH 47 HelpScout.net
  • 48. BY THE NUM BERS 24% of American adults have posted comments or reviews online about the product or services they buy. Source: Jim Jansen, Pew Research Center’s Internet and American Life Project, 2010 CHAPTER 4: THE SOCIAL GRAPH 48 HelpScout.net
  • 49. DID YOU KN OW? Over 1 million people view tweets about customer service every week. Roughly 80% of customer service tweets are negative or critical in nature. The Takeaway Monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate. It’s an opportunity to wow them! Source: Touch Agency CHAPTER 4: THE SOCIAL GRAPH 49 HelpScout.net
  • 50. THE BOTTOM LINE T customer service he landscape is changing. Customers expect to be able to reach a real person in your company, be it via a website, social media or the phone. Being responsive to those requests is critical! CHAPTER 4: THE SOCIAL GRAPH 50 HelpScout.net
  • 51. 05 ONLINE RETAIL 51
  • 52. QUOTE Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” Lauren Freedman, President of The E-Tailing Group CHAPTER 5: ONLINE RETAIL 52 HelpScout.net
  • 53. BY THE NUM BERS 42% of online shoppers said they had contacted a retailer about an online purchase in the last 6 months. The Takeaway A high percentage of buyers on your website will have a question before completing their purchase. The speed, personal touch and accuracy with which you are able to provide an answer will make all the difference in whether they buy and keep buying from you. Source: Jupiter Research/Forrester Research Inc CHAPTER 5: ONLINE RETAIL 53 HelpScout.net
  • 54. QUOTE People now expect the same—if not better— level of service from online storefronts and service channels as they do from a visit to a retail store or a phone conversation with an agent.” “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005 CHAPTER 5: ONLINE RETAIL 54 HelpScout.net
  • 55. FACT 94% of all online retailers provide email customer service 27% of email inquiries are answered incorrectly The Takeaway Knowledge of the product is more important than speed when emailing a customer, so do everything in your power to get it right the first time, every time. Source: Zak Stambor, Internet Retailer, 2010 CHAPTER 5: ONLINE RETAIL 55 HelpScout.net
  • 56. BY THE NUM BERS In a 2010 E-tailing Group survey, only 10 of 100 online merchants made the cut for stellar customer service. Source: Annual Mystery Shopping Study by The E-Tailing Group, 2010 CHAPTER 5: ONLINE RETAIL 56 HelpScout.net
  • 57. QUOTE A man without a smiling face must not open a shop.” Chinese Proverb CHAPTER 5: ONLINE RETAIL 57 HelpScout.net
  • 58. THE DATA POINT Customer experience quality could result in a swing of $184 million for a large Internet retailer. Source: Forrester Research Inc., 2008 CHAPTER 5: ONLINE RETAIL 58 HelpScout.net
  • 59. THE BOTTOM LINE Great online retailers see service not as a cost, but as a sales opportunity. Service is how they differentiate themselves from competition and earn their customers’ business over and over again. CHAPTER 5: ONLINE RETAIL 59 HelpScout.net
  • 60. 06 EMAIL CUSTOMER SERVICE 60
  • 61. BY THE NUM BERS Measuring Performance: The Top 10 Average Email Reply Times of the Largest 100 Internet Retailers in the US OfficeDepot.com 0:48:00 MusiciansFriend.com 0:58:40 Diapers.com 1:23:48 DisneyStore.com 1:47:40 Abercrombie.com 1:50:45 USAutoParts.com 3:38:00 Gift.com 4:43:00 PCMall.com 4:49:48 Kohls.com 5:02:00 ColdwaterCreek.com 5:06:10 Avg of Top 100 Retailers 17:00:00 0:00:00 3:36:00 7:12:00 10:48:00 14:24:00 18:00:00 Source: Internet Retailer/STELLAService, 2011 CHAPTER 6: EMAIL CUSTOMER SERVICE 61 HelpScout.net
  • 62. FACT The quality of your email response matters just as much—if not more—than timeliness. 21% GOOD FAIR 51% POOR 13% UNRELATED NO RESPONSE 14% 1% Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005 CHAPTER 6: EMAIL CUSTOMER SERVICE 62 HelpScout.net
  • 63. FACT BenchmarkPortal analysts, pretending to be prospective buyers, sent emails asking for information about high-value products and services through webforms or email addresses provided on the company websites. 83% of small and medium-sized businesses responded with inaccurate or incomplete answers. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005 CHAPTER 6: EMAIL CUSTOMER SERVICE 63 HelpScout.net
  • 64. BY THE NUM BERS 41% of consumers expect an e-mail response within six hours. Only 36% of retailers responded that quickly. 36% 21% 18% 14% 7% 4% 6 Hrs 1 Day 2 Days 3 Days 3 Days Never Source: Forrester Research Inc., 2008 CHAPTER 6: EMAIL CUSTOMER SERVICE 64 HelpScout.net
  • 65. FACT 24 hours or less is widely considered an acceptable email response time. HINT: Respond within an hour for a WOW factor with the customer. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal, 2005 CHAPTER 6: EMAIL CUSTOMER SERVICE 65 HelpScout.net
  • 66. QUOTE T he handful of companies that respond promptly and accurately to customer emails increase trust in their brand, bolster customer satisfaction, and boost sales both online and offline.” BenchmarkPortal CHAPTER 6: EMAIL CUSTOMER SERVICE 66 HelpScout.net
  • 67. THE BOTTOM LINE Email is a critical medium for online customer service. The only thing more important than response time and personalization is the quality of your response. Go the extra mile to resolve questions in a single email. CHAPTER 6: EMAIL CUSTOMER SERVICE 67 HelpScout.net
  • 68. 07 THE BEST OF THE BEST 68
  • 69. THE DATA POINT The Top 10 Companies Rated as Giving Excellent Service in 2011 Source: MSN Money/Zogby International Survey CHAPTER 7: THE BEST OF THE BEST 69 HelpScout.net
  • 70. THE DATA POINT The Bottom 10 Companies Rated as Giving Poor Service in 2011 Source: MSN Money/Zogby International Survey CHAPTER 7: THE BEST OF THE BEST 70 HelpScout.net
  • 71. QUOTE Smart businesses should come to realize that the customer service bar is lower— and that today, it’s easier than ever to differentiate your company from the pack with (crazy as it seems) actual quality customer service.” B rad Tuttle, “A Few Thoughts on the God-Awful State of Customer Service,” Time, 2010 CHAPTER 7: THE BEST OF THE BEST 71 HelpScout.net
  • 72. DID YOU KN OW? Temkin Respondents’ Top 5 Companies for an excellent customer experience 1. Amazon 2. Kohl’s 3. Costco 4. Lowe’s 5. Sam’s Club Source: Bruce Temkin, Temkin Experience Ratings, 2011 CHAPTER 7: THE BEST OF THE BEST 72 HelpScout.net
  • 73. DID YOU KN OW? Temkin Respondents’ Top Companies for each rating category FUNCTIONAL ACCESSIBLE EMOTIONAL Amazon Costco Kohl’s Marriot Amazon Costco Kohl’s Source: Bruce Temkin, Temkin Experience Ratings, 2011 CHAPTER 7: THE BEST OF THE BEST 73 HelpScout.net
  • 74. THE DATA POINT 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition. Source: Peppers Rogers Group, Customer Experience Maturity Monitor, 2009 CHAPTER 7: THE BEST OF THE BEST 74 HelpScout.net
  • 75. QUOTE Whatever you are, be a good one.” Abraham Lincoln CHAPTER 7: THE BEST OF THE BEST 75 HelpScout.net
  • 76. DID YOU KN OW? According to the Temkin Survey, customers believe ... RETAILERS deliver the best experience TV SERVICE PROVIDERs HEALTH PLANS deliver the worst Source: Bruce Temkin, Temkin Experience Ratings, 2011 CHAPTER 7: THE BEST OF THE BEST 76 HelpScout.net
  • 77. QUOTE Customer service shouldn’t just be a department, it should be the entire company.” Tony Hsieh, CEO of Zappos CHAPTER 7: THE BEST OF THE BEST 77 HelpScout.net
  • 78. THE BOTTOM LINE Companies with great service aren’t afraid to charge a premium for it. You can differentiate from competition by WOWing customers, not just trying to compete on price. CHAPTER 7: THE BEST OF THE BEST 78 HelpScout.net
  • 79. 08 GREAT QUOTES 79
  • 80. QUOTE The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” Derek Sivers, CD Baby CHAPTER 8: GREAT QUOTES 80 HelpScout.net
  • 81. QUOTE It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.” Gary Vaynerchuk, “The Thank You Economy” CHAPTER 8: GREAT QUOTES 81 HelpScout.net
  • 82. QUOTE Getting service right is more than just a nice to do; it’s a must do. American consumers are willing to spend more with companies that provide outstanding service … ultimately, great service can drive sales and customer loyalty.” Jim Bush, Executive VP at American Express CHAPTER 8: GREAT QUOTES 82 HelpScout.net
  • 83. QUOTE Always do more than is required of you.” George S. Patton CHAPTER 8: GREAT QUOTES 83 HelpScout.net
  • 84. QUOTE There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to custom- ers are central to providing consistently excellent service experiences.” Jim Bush, Executive VP at American Express CHAPTER 8: GREAT QUOTES 84 HelpScout.net
  • 85. QUOTE Customer service is the new marketing.” Derek Sivers, CD Baby CHAPTER 8: GREAT QUOTES 85 HelpScout.net
  • 86. 09 DELIVERing MEMORABLE ONLINE SERVICE 86
  • 87. You can delight customers, keep your team on the same page and grow your business with Help Scout! Enter “75ebook” for a free $20 account credit when you sign up. SIGN UP NOW! CHAPTER 9: DELIVERING MEMORABLE ONLINE SERVICE 87 HelpScout.net
  • 88. Did you enjoy this eBook? Share it with your friends: Get more customer service tips from our blog: CHECK IT OUT! CHAPTER 9: DELIVERING MEMORABLE ONLINE SERVICE 88 HelpScout.net