The document discusses the importance of customer service and retention. It notes that unhappy customers will tell others about negative experiences, while satisfied customers will only tell a few people. Providing excellent customer service can increase how much customers spend by 13% and make a company's service their competitive advantage. The document also outlines statistics on customer loyalty, retention, and the costs of acquiring new customers versus keeping existing ones. It emphasizes that service should now be considered the new product.

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2. Prepare to Launch
Customer Care
& Support Best Practices

3. Yawn!

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Why does Service matter?

5. Solution 
Service 

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Customer
Satisfaction

7. 91% of unhappy customers will
never purchase services
from you again

8. However, 70%
of complaining
customers will
do business
with you again
if you resolve
the complaint
in their favour

9. But for every
customer who
bothers to
complain,
26 others
remain silent

10. 97% of unhappy customers
wont tell you,
but will tell at least 8 - 16 other
people

11. (…and each of those has
a social ‘circle of influence’
of around 250 people)

12. … while satisfied customers
will tell at most only
six of their satisfaction.

13. Almost 70% of the
identifiable reasons why
customers typically leave
companies,
has nothing to
do with
the ‘product’

14. … the prevailing reason
for leaving is for
poor quality of service.

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Customer
Retention

16. The typical consumer is
involved in around 125
conversations per week that
discuss products and services

17. Of those 125 conversations,
specific brands/companies are
mentioned 90 times

18. Does Your Client
Discuss Your Business?

19. The probability
of selling
to a new
customer
is 1 in 16

20. The probability of
selling to an
existing customer
is 1 in 2

21. It costs 5 x as much to attract
new customers
as it costs to keep an old one.

22. The average business loses
between 10-30% of its
customers each year

23. … yet it’s easier
to sell
your present
customers
10% more

24. … than increase your customer
base by 10%

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American Express
Global Survey (May 2011)

26. 100,000 respondents
US, Canada, Mexico,
France, Germany, UK,
Netherlands, India & Australia

27. 70% of
consumers will
spend 13%
more with
companies
that provide
excellent
customer
service

28. Price is important but
becomes
less important with
positive customer
experiences.

29. 60% of
businesses
provide little
(if any) ‘good’
customer service

30. Service is
now your
competitive
advantage.

31. (So educate your customer
on why they should be
doing business with you).

32. On average 78% of consumers
have ‘bailed’ on a purchase,
(or subscription), due to poor
customer service

33. (So educate your staff on
consistent service levels).

34. 59% of consumers will try a
new company
in the hope of a better
service experience.

35. A positive
statistic?
Now is your
opportunity!

36. Only 26% of companies have
a well developed
strategy in place for improving
customer experience

37. Consumers are
willing to spend
more with
companies
providing
outstanding
service,
which in turn
drives
customer
loyalty and
anchors repeat
revenues.

38. “Service” is the new “Product”

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How Do We Know?

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Learnt lot in 12+ years
 R&D, proprietary web-based systems, CMS, Email marketing, Ecommerce
 PDA & tablets, Knowledge Dashboards, Mashups/Widgets, Intranets
 BC partner in 2008
 Have built over 500+ websites, 90 custom ‘line of business’ systems
(you name it we’ve done it!)
Learnt to evolve; our business is as dynamic as the industry we’re in.

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 Our solutions have been developed for hundreds of clients;
 Property and Mining
 HR and Education
 Retail and Wholesale
 Professional Services and NFP’s
 Agribusiness and Government Agencies
 Technology Partners

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BUT
Client relationship is PARAMOUNT and in last 2 years
‘Software + Support Subscription’ (reactive regime)
‘Customer Care Services’ (proactive service plans)
Implemented enterprise level systems to manage our networks
Integrated telephony system, call identification & reporting

43. 2012
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We have a wealth of experience & understanding of online business
We know Business Catalyst and understand client needs intimately
We have an appreciation of BC, reseller partners and distribution
We understand issues partners face supporting/servicing their clients
We continually look to improve our inbound & outbound service regimes
We ‘teach a man to fish’ – educating our clients & reseller network
We built our own ‘Service Centre’!

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 We’ve developed a range of branded products & service packages;

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Ask Yourself

46. Who Are Your Clients?
Know Your Customers.

47. Are They
Satisfied?
Understand
Their Attitude.

48. Do They
Promote You?
Give Them A
Story.

49. Do They Listen To You?
Would You Listen To You?

50. What Are They
Worth?
Value Their Opinion
As Well As Their
Spend.

51. Do They Return?
Find Out Why They
Don’t.

52. It’s No Longer Enough
To Just Deliver What
Customers Expect.

53. Offer Service That
Exceeds Expectations!

54. THANK YOU
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 For more information on please visit us at www.bosweb.com.au or social channels
 Search for ‘bos web systems’ or ‘bosweb’
 Brendon O’Sullivan
 brendon@bosweb.com.au
 mobile: 0413 672 059
 office: 1300 721 481
 visit us: 1 commercial ave, blueridge business park, dubbo nsw 2830, australia
 Sources;
 http://www.articlesfactory.com/articles/business/5-ways-to-keep-your-customers-coming-back-for-more.html
 Keller Fay “Talk Track” report (2008)
 Harvard Business School case study http://www.tarp.com/index.html
 Eastbridge Consulting Group http://www.eastbridge.com
 American Express 2011 Global Customer Service Barometer – May 2011