2. 50%
Leaves a store, hang
up or click away
without having a great
customer experience
Source: BRANDHOUSE customer survey 2014
3. Only 2 out of 10
with a bad experience
will buy from the
company again
4. CUSTOMERS
COMPLAINT
Watch your customers
(
4%
complaint
(
96%
don’t complaint
A dissatisfied customer will tell
19 other people
65%
5. EYE CONTACT CREATES MOST CUSTOMER
SMILES – BUT DIGITAL CHANNELS GET
CLOSER
62
57
53
39
27
Store
Personal
meeting
Web
Phone
Social
media
6. It cost 7 times more to attract a new
customer than to retain an existing customer
NEW CUSTOMER
EXISTING CUSTOMERS
$
7X
X
X
X
X
X
X
X
X is the cost to retain one customer
7. 82%
Quick issue
resolution
45%
Friendly
Customer
Service agent
37%
Followed up by
the same service
agent
56%
Issue resolution
within a single
interaction
27%
Offers and
discounts after
issue resolution
17%
Issue resolution
without speaking
to an agent
The life of a company depends on the goodwill of its customers,
the importance of a positive customer service experience can’t be
emphasized enough.
8. It takes 12 positive experiences to make up
)
for one negative experience
)
)
)
)
)
)
)
)
)
)
)
)
=
POSITIVE EXPERIENCE
NEGATIVE EXPERIENCE
10. A customer is 4 times more likely to buy form a competitor
after experiencing a service related issue, as opposed to a
price or product related issue
X
4X
Price or product
related problems
Service related
problems
Competitors
11. WHAT CAN BE DONE?
HIRE
COMPETENT
AGENTS
PROVIDE
OMNI-CHANNEL
SUPPORT
BE PROACTIVE
PERSONALIZE
THE CUSTOMER
EXPERIENCE
ABOUT
RESPONDING
12. DON’T OVER PROMISE
78%
of customers claim they
would leave a service provider
if a service delivered is
different from what is implied
13. CAUSES OF DISSATISFACTION
!
RUDENESS
77%
if dealing with unfriendly or
impolite customer service
agents
)
WAITING
65%
after being left on hold for
a long time
14. WHAT CUSTOMERS EXPECT
besides competitively priced products and services which work flawlessly
HUMAN
EASY
73%
want easy access
to customer service
FAST
CLEAR SURPORTIVE
WEBSITE
46%
want to speak with
a real person on the
phone for difficult
inquiries
38%
are satisfied with
clear information
posted to company
websites for simple
inquiries
69%
want access to
faster customer
service
50%
feel it is extremely
important that customer
service agents know their
the customers history
based on previous
interactions
16. Thanks to the following great companies for
providing statistics
Brandhouse
customer
experience
survey
2014
TAMP
–
Technical
Assistance
Measurement
Program
2013
Salesforce
–
Customer
Service
stats
Salesforce
–
Bad
Customer
Service
Econsultancy
–
Online
shoppers
need
support
to
complete
a
purchase
Socialmediatoday.com
Ecosonsultant.com
holykaw.alltop.com
–
A
customer
saved
is
a
penny
earned
Thanks to these fantastic people for being an
inspiration
My
wife
and
children,
Richard
Branson,
Steve
Jobs,
Wallace
Green,
Marek
Slacik,
Jesper
Hansen,
Eivind
Kristoffersen
and
MaRas
Ringqvist