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WHY SERVICE 
MATTERS 
Customer Experience facts 
Thorleif Astrup Hallund
50% 
Leaves a store, hang 
up or click away 
without having a great 
customer experience 
Source: BRANDHOUSE customer survey 2014
Only 2 out of 10 
with a bad experience 
will buy from the 
company again
CUSTOMERS 
COMPLAINT 
Watch your customers 
( 
4% 
complaint 
( 
96% 
don’t complaint 
A dissatisfied customer will tell 
19 other people 
65%
EYE CONTACT CREATES MOST CUSTOMER 
SMILES – BUT DIGITAL CHANNELS GET 
CLOSER 
62 
57 
53 
39 
27 
Store 
Personal 
meeting 
Web 
Phone 
Social 
media
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
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.
It takes 12 positive experiences to make up 
) 
for one negative experience 
) 
) 
) 
) 
) 
) 
) 
) 
) 
) 
) 
) 
= 
POSITIVE EXPERIENCE 
NEGATIVE EXPERIENCE
55% 
of consumers would pay 
more for a better customer 
experience
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
WHAT CAN BE DONE? 
HIRE 
COMPETENT 
AGENTS 
PROVIDE 
OMNI-CHANNEL 
SUPPORT 
BE PROACTIVE 
PERSONALIZE 
THE CUSTOMER 
EXPERIENCE 
ABOUT 
RESPONDING
DON’T OVER PROMISE 
78% 
of customers claim they 
would leave a service provider 
if a service delivered is 
different from what is implied
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
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
Thank you 
Contact information: 
thorleif@hallund.com
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

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Why service matters

  • 1. WHY SERVICE MATTERS Customer Experience facts Thorleif Astrup Hallund
  • 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
  • 9. 55% of consumers would pay more for a better customer 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
  • 15. Thank you Contact information: thorleif@hallund.com
  • 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