What customers really think - 30 stats on customer expectations and attitudes...Andy Hanselman
A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.
Learn about some of the best tools—from customer data/analytics/behavior/personalization, web-based customer service tools, loyalty apps/programs, and more—to create brand loyalty by leveraging your customer experience data.
22 really useful customer retention stats from across the web covering customer retention, customer service, customer feedback, customer profitability and more.
What customers really think - 30 stats on customer expectations and attitudes...Andy Hanselman
A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.
Learn about some of the best tools—from customer data/analytics/behavior/personalization, web-based customer service tools, loyalty apps/programs, and more—to create brand loyalty by leveraging your customer experience data.
22 really useful customer retention stats from across the web covering customer retention, customer service, customer feedback, customer profitability and more.
Scottish Leisure Network Group (SLNG), September 2018Paul Roberts
Sport & Leisure organisations are becoming data rich but insight is poor as they struggle to make the most of their raw customer data.
But what if there was a different way? What if it was easy to use customer feedback to make faster and more informed decisions? Decisions that help you reach, engage and retain more participants.
This presentation for the Scottish Leisure Network Group, focused on why it's vital that Leisure Trusts to collect and use more customer feedback. It also includes details of our new MCL Discover product, and the special offer only available until the end of October.
Retail Buyer Insights Report | Zipline Logistics April 2019Bethany Cramer
Zipline Logistics surveyed retail buyers at major grocers to gain a better understanding of the pressures they face and how CPG vendors can stand out in a competitive environment.
Adoreboard Customer Experience Index: UK High Street BanksChris Johnston
Adoreboard has analysed UK bank customers’ tweets directed to customer service for the last six months of 2016. The analysis reveals which banks provide the best and worst customer experience, and what aspects drive the emotional highs and lows for each bank.
Produced by Adoreboard’s Data Scientists, based at Queen’s University Belfast, the detailed study provides a fascinating insight into how the top UK banks are perceived.
This report outlines the important steps which industry leaders need to take in order improve customer experience and maximise brand reputation with the use of data analytics.
20 Social Customer Service Stats to Share With Your BossSparkcentral
Need some validation on why social customer service should become part of your overall customer service strategy? Here are 20 stats you can share with your boss to kickstart a social customer service program today!
Top 5 customer experience trends for 2016Daniela Puzzo
What trends will impact customer experience success for your business in the coming year? In this one hour webinar you’ll hear from Shai Berger, CEO of Fonolo, as he talks about the Top 5 Customer Experience Trends for 2016.
Digital transformation for customer experienceJan Heyens
In this post I focus on doing digital transformation to improve the customer experience. It has a profound impact on the way we do marketing : from push to pull marketing requires a different mindset and breaking down the silos.
Rural Lifestylers and the Influence of Online ReviewsPaulsen
Online chatter does influence our purchase decisions. Just how influential are the opinions of strangers? What about experts? How about our peers? Paulsen Marketing surveyed 500 acreage owners to weigh the importance of online testimonials and reviews.
Negative Feedback: How to handle the inevitable criticism?SurveyCrest
It might seem like a bitter pill to swallow at first, but once you think about it you will realize it’s a chance to improve. Listening to customers helps narrow down any glaring issues in your sales, marketing, strategy, supply chain, pricing points, and operations. According to Harvard Business Review, a 10% rise in your Net Promoter Score can result in a 6%-7% jump in revenue. Bottom line is, be glad you have unhappy customers.
Here's how to handle negative sentiments or feedback.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Scottish Leisure Network Group (SLNG), September 2018Paul Roberts
Sport & Leisure organisations are becoming data rich but insight is poor as they struggle to make the most of their raw customer data.
But what if there was a different way? What if it was easy to use customer feedback to make faster and more informed decisions? Decisions that help you reach, engage and retain more participants.
This presentation for the Scottish Leisure Network Group, focused on why it's vital that Leisure Trusts to collect and use more customer feedback. It also includes details of our new MCL Discover product, and the special offer only available until the end of October.
Retail Buyer Insights Report | Zipline Logistics April 2019Bethany Cramer
Zipline Logistics surveyed retail buyers at major grocers to gain a better understanding of the pressures they face and how CPG vendors can stand out in a competitive environment.
Adoreboard Customer Experience Index: UK High Street BanksChris Johnston
Adoreboard has analysed UK bank customers’ tweets directed to customer service for the last six months of 2016. The analysis reveals which banks provide the best and worst customer experience, and what aspects drive the emotional highs and lows for each bank.
Produced by Adoreboard’s Data Scientists, based at Queen’s University Belfast, the detailed study provides a fascinating insight into how the top UK banks are perceived.
This report outlines the important steps which industry leaders need to take in order improve customer experience and maximise brand reputation with the use of data analytics.
20 Social Customer Service Stats to Share With Your BossSparkcentral
Need some validation on why social customer service should become part of your overall customer service strategy? Here are 20 stats you can share with your boss to kickstart a social customer service program today!
Top 5 customer experience trends for 2016Daniela Puzzo
What trends will impact customer experience success for your business in the coming year? In this one hour webinar you’ll hear from Shai Berger, CEO of Fonolo, as he talks about the Top 5 Customer Experience Trends for 2016.
Digital transformation for customer experienceJan Heyens
In this post I focus on doing digital transformation to improve the customer experience. It has a profound impact on the way we do marketing : from push to pull marketing requires a different mindset and breaking down the silos.
Rural Lifestylers and the Influence of Online ReviewsPaulsen
Online chatter does influence our purchase decisions. Just how influential are the opinions of strangers? What about experts? How about our peers? Paulsen Marketing surveyed 500 acreage owners to weigh the importance of online testimonials and reviews.
Negative Feedback: How to handle the inevitable criticism?SurveyCrest
It might seem like a bitter pill to swallow at first, but once you think about it you will realize it’s a chance to improve. Listening to customers helps narrow down any glaring issues in your sales, marketing, strategy, supply chain, pricing points, and operations. According to Harvard Business Review, a 10% rise in your Net Promoter Score can result in a 6%-7% jump in revenue. Bottom line is, be glad you have unhappy customers.
Here's how to handle negative sentiments or feedback.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
How to Make Your Customer Experience StickyBoomtrain
Customer stickiness is what you need to build your brand and make sure every customer wants to come back to your brand. Here's how you can build the right kind of sticky experiences.
Consumers Are Showrooming and Webrooming Your Business, Here's What That Mean...Md. Mehadi Hassan Bappy
The total presentation is based on two pdf and discusses two different scenarios of e-commerce and the digitalization of the online market system.
The first pdf is
Consumers Are Showrooming and Webrooming Your Business, Here's What That Means and What You Can Do About It
The second pdf is
How AI is Streamlining Marketing and Sales
The pdf are described with proper survey statistics and relevant examples.
Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Expe...Clint Oram
Are you disrupting your industry? If you aren't, then it's happening to you right now. The way to differentiate and win today is through an exceptional customer experience. Learn four key strategies for aligning your business and your employees around your customers.
In his presentation, 'Reviews in 2016', Feefo CCO, Matt Eames, shares how businesses are evolving to take advantage of new technology, innovation and trends to provide quick and easy shopping solutions, while still ensuring they have opportunities to harness the benefits of collecting genuine feedback.
We all know that in almost all aspects of life quality trumps quantity. So why does this not ring true with marketers and their leads? B2B Marketing teamed up with The Telemarketing Company to explore the lead-related challenges facing senior marketers today, and consider how they might get back on track.
31 compelling statistics and thought-provoking quotes to add to presentations, raise at meetings or share with your colleagues to show the true value of experience.
From industry leaders, research houses and brands alike, the following quotes are more relevant for CX strategies than ever before.
SearchLove London 2017 | Will Critchlow | Seeing the Future: How to Tell the ...Distilled
It is often hard and expensive to make major changes to your website and many businesses demand forecasts, predictions, and business cases to prioritise them. Will is going to present tools and approaches for figuring out whether a change is worthwhile before you make it - including ways of thinking about on-page, content quality, usage data impacts, and what happens when you change your internal linking structure.
Omnichannel IS:
A commitment to delivering a seamless, compelling and personalized shopper experience, regardless of where or how your customer is engaged with you
The financial technology boom of the past few years will ultimately lead to opportunities for the banks willing to take advantage of them—either through partnership or acquisition. In November, 145 bank senior executives and board members shared their views on the fintech boom. The poll was conducted at Bank Director’s annual Bank Executive & Board Compensation Conference in Chicago. Additional respondents participated online. We’ve tabulated the results, which we share along with insights from leaders in the fintech space.
Trust Transaction - How Content Can Transform the Way Banks Connect With PeopleEvgeny Tsarkov
Trust Transaction - How Content Can Transform the Way Banks Connect With People (by NewsCred)
Доверенные транзакции - как контент может изменить способ взаимодействия банков и пользователей
eFactor: Why Customer Experience is the Next Big Thing in SalesBarbara Giamanco
Customer experience makes a big difference in selling today.Every touch point in the process from moving someone to an interested buyer to a customer for life. How well do you stack up?
Business analysis and customer experience design - a crossroads presented at...clarityrules
Presented at BA World.
This talk discusses and reconciles disciplines in Business Analysis - enabling BAs to think about how they might turn thier skills to Customer Experience Design
Similar to Customer Service, Customer Experience And Customer Expectations - 45 Stats And 5 Ideas For You! (20)
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. 6.
“only 29% of the
uk’s small
businesses believe
that customer
service is a key
differentiator”
source: epson business council report
10. 9.
“18% saying that they would go to an
alternative shop”
source: you gov
11. 10.
“32% of frustrated shoppers say they would
turn to online retailers!”
source: you gov
12. 11.
“90% of uk shoppers walk away without
buying something if they get bad
customer service!”
source: market force research
13. 12.
“41% of shoppers said the biggest frustration
is lack of interest in their needs”
source: market force research
14. 13. “59% of UK
shoppers want
more staff to
recommend
products and…
source: market force research
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. “when asked how companies can
encourage them to spend more……”
17. 15.
“40% said improved customer
experience”
source: oracle report: why customer satisfaction is no longer good enough
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. 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. 18.
“74% of customers leave if a website doesn’t
load on their smartphone in 5 seconds!”
source: fast company
21. 19.
“rude staff are the most common
reason for poor customer service by
over 50% of uk customers”
source: cognito
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. 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. 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. 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. 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. 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. 27.
“71% of customers go online first whenever
they have a problem with a product”
source: ciboudle and thinkjar report
31. 28.
“49% of customers wanting help from a
company’s customer service team contact
them by email”source: rakutken’s play.com report
32. 29.
“and 43% pick up the phone!
source: rakutken’s play.com report
33. 30. “51% of people who make a complaint on
line expect a response…”
source: maritz research
34. 31. “….but 85% of those questioned have
never received one!”
source: maritz research
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. 33. “and 27% said they were ‘delighted!”
source: maritz research
37. 34.
“46% of
customers
aged 24 and
below use
social media to
air their
grievances”
source: rakutken’s play.com report
38. 35.
“33% of them
say that
responses are
too slow”
source: rakutken’s play.com report
39. 36.
“91% of customers
don’t always
complain when they
receive poor
customer service with
over 40% of them
thinking it is not
worth complaining as
statistic 8...
companies simply
don’t care!”
source: report by rapide
40. 37.
“only 27% of
customers said they
either always or often
feedback when
they’ve had great
customer service!”
source: report by rapide
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. “86% of customers are more likely to
39. purchase something following a good
customer experience”
source: temkin group 2012 report
43. “64% are unlikely to repurchase if they
40. are very dissatisfied with the customer
service interaction”
source: temkin group 2012 report
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. 42.
“78% of online
customers
recommend a
brand to friends
and other
contacts after a
great customer
experience”
source: clickfox
46. 43.
“and 68%
reported that
they spend more
money on the
company’s
items”
source: clickfox
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. 45.
“57% agree that an inability to respond
rapidly and effectively to change is one of the
most significant risks their business faces
today” source: fit to change report
51. i got this great
suggestion from jim
watson in portland,
maine when i posted the
stats on ‘customer think’:
52. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement 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, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine
53. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement 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, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine
54. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement 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, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine
55. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement 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, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine
56. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement 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, you've
addressed each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine
57. thanks jim!
check out his website:
http://www.jlwatsonconsulting
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. andy hanselman is a recognised expert on business
competitiveness 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