CX - The Power of the Customer Voice
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I put this together over 2 years ago now, so the statistics in this will only be bigger than all of the numbers shown. FYI Make sure your speakers are on, as the music fits it well too, I think. Play it loud, and share it...
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CX - The Power of the Customer Voice
- 1. THE QUALITY OF THE CUSTOMER EXPERIENCE WE DELIVER WILL MAKE OR BREAK THE BUSINESS
- 2. 87% OF CUSTOMERS SHARE GOOD EXPERIENCES WITH OTHERS
- 3. 33% OF CUSTOMERS SHARE A POSITIVE EXPERIENCE WITH AT LEAST 5 OTHER PEOPLE
- 4. 23% OF CUSTOMERS SHARE A POSITIVE EXPERIENCE WITH MORE THAN 10 PEOPLE
- 6. MOST CUSTOMERS WILL ONLY BUY FROM COMPANIES THAT ARE EASY TO DO BUSINESS WITH
- 7. 55% OF CUSTOMERS SAY THAT HAVING EASY ACCESS TO INFORMATION CAN MAKE THEM FALL IN LOVE WITH A BRAND
- 8. 86% OF CUSTOMERS ARE WILLING TO PAY UP TO 25% MORE FOR A BETTER CUSTOMER EXPERIENCE
- 9. WITH THE POWER OF REVIEW SITES, THE CUSTOMERS VOICE WILL INFLUENCE COMPLETELY A COMPANY’S REPUTATION
- 10. 30% OF CUSTOMERS WILL POST POSITIVE REVIEWS ONLINE 69% OF POTENTIAL NEW CUSTOMERS WILL READ THEM
- 13. 45% OF CUSTOMERS WILL POST NEGATIVE REVIEWS ONLINE 63% OF POTENTIAL NEW CUSTOMERS WILL READ THEM
- 16. OVER 88% OF CUSTOMERS ARE INFLUENCED BY ONLINE REVIEWS WHEN MAKING BUYING DECISIONS
- 17. CUSTOMERS NOW, MORE THAN EVER, HAVE LITTLE BRAND LOYALTY, & WILL MOVE COMPANY AS SOON AS THINGS DON’T GO SMOOTHLY
- 18. 65% OF CUSTOMERS CONSIDER LEAVING WHEN THEY GET FRUSTRATED BY INCONSISTENCY ACROSS CHANNELS
- 19. 57% OF CUSTOMERS GIVE UP WHEN THEY HAVE TO SWITCH FROM WEB TO PHONE
- 20. LESS THAN 1 IN 15 UNHAPPY CUSTOMERS WILL COMPLAIN, MOST WILL JUST WALK TO A COMPETITOR
- 21. 95% OF CUSTOMERS WILL SHARE BAD EXPERIENCES WITH OTHERS
- 22. 54% OF CUSTOMERS SHARE BAD EXPERIENCES WITH AT LEAST 5 PEOPLE
- 23. 48% OF UNHAPPY CUSTOMERS WILL TELL MORE THAN 10 PEOPLE ABOUT IT
- 26. UNHAPPY CAN SIMPLY MEAN ‘TOO MUCH EFFORT’ OR ‘IT’S NOT EASY’!
- 27. • TOO SLOW
- 28. • INSINCERE
- 29. • NOT PERSONAL
- 30. • NO COMMITMENT
- 31. • NO CONTROL
- 32. 62% OF CUSTOMERS HAVE TO REPEATEDLY CONTACT A COMPANY TO RESOLVE AN ISSUE
- 33. 55% OF CUSTOMERS SAY BEING ABLE TO USE THE CHANNEL THEY WANT CAN MAKE THEM FALL IN LOVE WITH A BRAND
- 34. SUCCESSFUL COMPANIES OF THE FUTURE WILL HAVE TO : REALLY LISTEN TO THEIR CUSTOMERS
- 35. SUCCESSFUL COMPANIES OF THE FUTURE WILL HAVE TO : ANTICIPATE CUSTOMER NEEDS
- 36. SUCCESSFUL COMPANIES OF THE FUTURE WILL HAVE TO : ALWAYS BE READY TO RESPOND
- 37. SUCCESSFUL COMPANIES OF THE FUTURE WILL HAVE TO : REALLY QUICKLY
- 38. EVERY CUSTOMER IS UNIQUE, BUT IN ONE WAY THEY ARE ALL SIMILAR
- 39. THEY ALL WANT : EASY INTERACTIONS
- 40. THEY ALL WANT : PERSONAL INTERACTIONS
- 41. THEY ALL WANT : CONTEXTUAL INTERACTIONS
- 42. 66% OF CUSTOMERS SWITCH COMPANIES DUE TO NOT BEING ABLE TO INTERACT IN THE WAY THEY WANT TO
- 43. 40% OF CUSTOMERS BEGIN PURCHASING FROM A COMPETITOR BECAUSE OF THEIR REPUTATION FOR GREAT SERVICE
- 45. CUSTOMER CONVERSATIONS ARE NOT CASES, LEADS
- 46. CUSTOMER CONVERSATIONS ARE NOT CASES, LEADS, OPPORTUNITIES
- 47. CUSTOMER CONVERSATIONS ARE NOT CASES, LEADS, OPPORTUNITIES OR RECORDS
- 48. CUSTOMER CONVERSATIONS ARE NOT CASES, LEADS, OPPORTUNITIES OR RECORDS, THEY ARE HUMAN MOMENTS IN TIME
- 49. IF YOU TELL YOUR CUSTOMERS THAT ‘YOUR CALL IS IMPORTANT TO US’.. IT OBVIOUSLY ISN’T !!
- 50. DO NOT SEND OUT SURVEYS TO YOUR CUSTOMERS IF YOU WILL NOT RESPOND TO THEIR FEEDBACK
- 51. CUSTOMERS DO NOT SEE…. SALES
- 52. CUSTOMERS DO NOT SEE…. SERVICE
- 53. CUSTOMERS DO NOT SEE…. MARKETING
- 54. CUSTOMERS DO NOT SEE…. IT
- 55. CUSTOMERS DO NOT SEE…. HR
- 56. CUSTOMERS DO NOT SEE…. PRODUCT
- 57. CUSTOMERS DO NOT SEE…. FINANCE
- 58. CUSTOMERS DO NOT SEE…. OPERATIONS
- 59. CUSTOMERS DO NOT SEE….DEPARTMENTS AT ALL..
- 60. THEY ONLY SEE & FEEL THE BRAND
- 62. P
- 63. I
- 64. C
- 65. E P I C