An outline of eCommerce industry figures, and an analysis of what they mean for your online store.

1. Powered by:
www.GetFetch.ca
It’s 2016.
The
stats
every
Shopify store
needs
to
know
about
delivering
stellar customer
experiences.
©

2. How Do I Know If Customers Are Happy?
• 96% of unhappy customers don’t complain, and
91% of those will simply leave and never come
back [1Financial Training Services]
• For every customer who bothers to complain, 26
others remain silent [White House Office of
Consumer Affairs]
• According to a CEI survey, only 1% of customers
feel that vendors consistently meet their
expectations [Forbes]

3. How Do I Know If Customers Are Happy?
These three stats outlinea dangerous 2-sided problem
for Ecommerce stores.
1. Most customers remain silent
2. A lot of customers aren’t happy with their experience
This leads to you, the store owner, not knowing what
you are doing wrong, and inevitably what you can do to
make it better.
A happy customer is a loyal customer, but knowing if a
customer is pleased requires feedback and
transparency.

4. Does Experience Really Matter?
• 95% of customers share bad experiences with others
– 54% of customers share them with 5+ people
– 48% told 10+ people
• 87% of customers share goodexperiences with
others
– 33% of customers share them with 5+ people
– 23% told 10+ people
• Harvard Business Review & ZenDesk
• Americans tell an average of 9 people about good
experiences, and 16 aboutpoor ones [American
Express Survey 2011]

5. Does Experience Really Matter?
• 58% of customers will never use a company
again after a negative experience [NewVoice]
• 70% of buying experiences are based on how
the customer feels they were treated
[McKinsey]

6. Does Experience Really Matter?
So it seems like your customers are talking…for
better or worse.
But unfortunately for store owners, it seems like
they’re a lot more vocal about poor experiences
rather than great ones.
When you are unaware of how customers feel,
these stories of your brand are spreading through
the community. You need to be tuned in.

7. Benefits of Giving A Great Experience
• The probability of selling to an existing
customer is 60-70%, while selling to a new
prospect is 5-20% [Marketing Metrics]
• It costs 6-7x more to acquire a new customer
than retain an existing one! [Bain & Company]
• 50% will use a company more frequently after a
positive customer experience [NewVoice]

8. Benefits of Giving A Great Experience
• A 2% increase in customer retention has the
same effect as decreasing costs by 10%
-Leading Edge Chaos Book
• Reducing your customer defection rate by 5%
can increase your profitability by 25-125%!
– Leading Edge Chaos Book
• 70% of customers will do business with you
again if you resolve their complaints
-7 Star Service

9. How Do I Make My Store Great?
• 55% say easy access to information and
support can make them fall in love with a
brand [RightNow]
• 62% of organizations have some sort of
analytics or reporting system [Deloitte]
– 39% see an opportunity to improve revenue by
leveraging reporting and analytics! [Deloitte]

10. So What Does It All Mean?
• You aren’t hearing from enoughof yourcustomers, so you
don’t know where you can improve.
• Your customers are talking, and you’renot listening—let
alone controlling the conversation.
• On average, loyalcustomers are worth up to 10x as much
as their first purchase[White House Office of Consumer
Affairs]
• Whether their experience is goodor bad, everyonewants
to be heard and shown that they arevalued!

11. Is This Fixable?
• Of course it is. In our diagnosis, you need
the following:
– A way for your customers to simply tell you how
they feel.
– A way for you to customize the messages and
questions they are respondingto
– A way to keep customers coming back
– A way to talk to high-priority customers
– A way to track all of this!

12. 1-Tap Feedback
98% of feedback
requests are ignored
…until now.
Fetch automatically
sends 1-Tap feedback
email requests to
customers after
purchases to hear
what they think!
9X Results!
www.GetFetch.ca

13. Our Solution.
Meet Fetch.
• Stop
ignoring
your
customers:
automatically
request
1-­‐Tap
feedback
after
every
purchase
• 9x
more
responses
for
1/10th of
competitor
prices:
understand
what
all of
your
customers
think.
• Maximize
lifetime
value
with
custom
coupons: evoke
loyalty,
increase
satisfaction,
and
engage
with
high-­‐priority
customers.
www.GetFetch.ca