Customer Experience

648 views

Published on

Published in: Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
648
On SlideShare
0
From Embeds
0
Number of Embeds
105
Actions
Shares
0
Downloads
13
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer Experience

  1. 1. 1 Revolution Customer Experience
  2. 2. 2 Customer service shouldn’t just be a department; it should be the entire company. ~ Tony Hsieh, CEO of Zappos
  3. 3. What are some of the frustrating interactions for customers that can be fixed to prevent switching behavior? 80% 82% 84% 86% 88% 90% 92% Contacting a company multiple times for the same reason Being put on hold for a long time Repeating your issue to several company reps Not being easy to do business with Not delivering on promises Interactions Interactions 3Source: American Express Survey
  4. 4. 4
  5. 5. 5
  6. 6. 6 Kate Zabriskie
  7. 7. Only 37% of U.S. companies earned a customer experience rating of “excellent” or “good.” 7 37% 63% US Companies, 2012 Excellent Rating Other Source: Forrester
  8. 8. 8Source: American Express Survey 2011
  9. 9. • 4% of customers will voice their complaint • 96% won’t say anything at all • 91% will just never come back! 9Source: Ruby Newell-Legner
  10. 10. 10 = Source: Marketing Metrics
  11. 11. 11Source: Customer Service Hell, Brad Tuttle
  12. 12. 12 Is estimated to be lost every year by U.S. businesses due to POOR CUSTOMER SERVICE. $ $ $ $ $ $ $ $ Source: Genesys
  13. 13. 13Source: HelpScout
  14. 14. 66% of consumers switched companies in at least one of ten industries due to poor service 0% 50% 100% Felt their service provider could have prevented it Said they would have stayed if the company had proactively contacted them Would have stayed if the company simply recognized & rewarded them for their business Customers Customers 14 Source: Accenture Global Customer Pulse Research, 2013
  15. 15. 15Source: Contact Point Client Research
  16. 16. 16Source: McKinsey
  17. 17. For more information visit www.customer-experience-consulting.com Or Visit our Facebook Page https://www.facebook.com/customer.experienc e.consulting 17
  18. 18. 18

×