50 facts that will make businesses rethink their customer service
TRANSCRIPT
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Facts That Will Make Businesses
Rethink their
Customer Service 50
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Companies that focus on providing quality customer service… SEE results.
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Companies that focus on providing quality customer service… SEE results.
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http://blog.kissmetrics.com/happy-campers/
are more likely to give a company
repeated business after good
service.
81% of consumers
1.
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http://blog.kissmetrics.com/happy-campers/
are more likely to give a company
repeated business after good
service.
81% of consumers
Click the bird to tweet the fact!
1.
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Bain & Company, “Prescription for Cutting Costs,” 2011.
A 5% increase in customer retention…
2.
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…increases pro!ts up to
125%
Bain & Company, “Prescription for Cutting Costs,” 2011.
A 5% increase in customer retention…
2.
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Companies that prioritize the customer experience generate
Gartner Group, “Leading on the Edge of Chaos,”
60% higher profits than their competitors.
3.
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To cut losses and improve profits, consider moving portions of your budget towards
improvements in customer retention.
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A 2% increase in customer retention…
Emmet Murphy & Mark Murphy, “Leading on the Edge of Chaos” 4.
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A 2% increase in customer retention…
Emmet Murphy & Mark Murphy, “Leading on the Edge of Chaos”
has the same effect as decreasing costs by
10%. 4.
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On average, loyal customers are worth up to
10 times as much as their first purchase.
White House Office of Consumer Affairs
=
5.
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It is 6-7 times more expensive
White House Office of Consumer Affairs
to acquire a new customer than it is to keep a current one.
6.
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Where do you begin providing better service to improve customer retention…
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…by providing a consistent customer service experience throughout multiple channels.
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9 out of 10 consumers
Synthetix, “7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,” 2012.
expect to receive a consistent experience over multiple customer
contact channels.
7.
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91% of customers say they would use an online
knowledge base if it were available.
Online customers desire a knowledge base to self-serve
8. Coleman Parkes, Online Survey, 2012
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Here is an idea of where your customers are asking questions…
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9.
40%
18% 13%
29% Phone
In Person
Online Chat or Social Media
Customers’ most preferred channels of service:
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Don’t worry…we know multichannel customer service
is tough…
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Don’t worry…we know multichannel customer service
is tough…
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as the greatest barrier to improving multichannel customer experience.
Multichannel Customer Experience Report
40% of organizations cite ‘complexity’
10.
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But your customers are looking for a consistent multichannel experience!
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Synthetix, “7 out of 10 People Think Online Customer Service Will Dominate Over Traditional Call-Centres Within a Decade,” 2012
90% of consumers
will always check a website
first before emailing or calling you.
Online customers desire a knowledge base to self-serve
11.
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One in five shoppers prefer online chat over any
other communication method.
LogMain and the e-tailing group, “Fourth Annual BoldChat Live Chat Effectiveness,” 2012 Provide Online Chat to give customers timely responses
12.
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50% of smartphone users
want to have the ability to resolve their issue on a
smartphone app.
SpeechCycle and Echo Research Study Can your customers seek help using
a mobile device?
13.
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84% of US adults
Tealeaf, “Mobile Transaction Research Report,” 2011, http://www-01.ibm.com/software/marketing-solutions/tealeaf/
who have conducted an online transaction through a mobile device in the last year reported a problem.
Can your customers seek help using a mobile device?
14.
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94% of all online retailers provide
email customer service…
Customers want their problems solved immediately with email
Zak Stambor, “Internet Retailer,” 2010
15.
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Zak Stambor, “Internet Retailer,” 2010
but
27% of email
inquiries are answered
incorrectly.
94% of all online retailers provide
email customer service…
Customers want their problems solved immediately with email
15.
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85% of consumers are dissatisfied with their phone
experience.
Gartner Providing solid customer service via phone is key
16.
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In the last year, 67% of customers have hung up the
phone out of frustration because they could not talk to
a real person.
Gartner Providing solid customer service via phone is key
17. Consumer Reports Survey, 2011
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Which channel is on the rise as one of the most important to take charge of?
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SOCIAL MEDIA!!
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Customers are rallying to use Social Media for questions and complaints…
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Customers are rallying to use Social Media for questions and complaints…
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Customers are rallying to use Social Media for questions and complaints…
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Oracle, “Consumer Views of Live Help Online 2012: A Global Perspective,” March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
46% of online customers
expect brands to provide customer
service on Facebook.
18.
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Oracle, “Consumer Views of Live Help Online 2012: A Global Perspective,” March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
NOTHING!
23% provide it!
but only
19.
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Oracle, “Consumer Views of Live Help Online 2012: A Global Perspective,” March 2012. http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
23% provide it!
but only
NOTHING!
19.
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of companies ignore customer complaints on Twitter.
Maritz Research and evolve24
70%
20.
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Maritz Research and evolve24
of companies ignore customer complaints on Twitter. 70%
20.
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Here’s the problem.
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are less likely to buy from companies who leave complaints on social media unanswered.
88% of consumers
21.
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But if you do begin engaging customers with social media…
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Maritz Research and evolve24
83% liked or loved
of the complainants that received a reply on social media
the fact that the company responded.
22.
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of the complainants that received a reply on social media
Maritz Research and evolve24
83% liked or loved
the fact that the company responded.
22.
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http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
Customers who engage with companies over social media spend…
23.
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http://www.bain.com/publications/articles/putting-social-media-to-work.aspx
20% to 40% more money with those companies than other customers.
Customers who engage with companies over social media spend…
23.
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Simply handling an issue or question through any channel is not enough…
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Your agents need to be FAST and AGILE with response times.
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RightNow Technologies, “The Customer Experience Impact 2010 Report,” 2010.
82% of consumers in the U.S.
said they stopped doing business with a company
due to a poor customer service experience.
24.
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RightNow Technologies, “The Customer Experience Impact 2010 Report,” 2010.
82% Of these,
55% said a company’s failure
to resolve their problems in a timely manner drove them away.
of consumers in the U.S. said they stopped doing business with a company
due to a poor customer service experience.
25.
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RightNow Technologies, “The Customer Experience Impact 2010 Report,” 2010.
82% of consumers in the U.S.
said they stopped doing business with a company
due to a poor customer service experience.
Of these,
55% said a company’s failure
to resolve their problems in a timely manner drove them away.
25.
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69% of customers said they were on hold for too
long when seeking help
from a company.
Harris Interactive, Customer Experience Impact Report 26.
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71% of online chat customers expect assistance
within five minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
27.
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41 percent of consumers expect an email response within six hours.
28.
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41 percent of consumers expect an email response within six hours.
and 14 never response at all.
36% Only
of U.S. companies respond that quickly…
29.
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41 percent of consumers expect an email response within six hours.
and 14 never response at all.
36% Only
of U.S. companies respond that quickly…
14% and
NEVER respond at all!
30.
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In today’s world, word of bad customer service
doesn’t stop at the end user…
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reaches more than twice as
many ears
White House Office of Consumer Affairs
as praise for a good service
experience.
News of bad customer service
31.
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People tell an average 9 people about a good experience.
http://about.americanexpress.com/news/pr/2011/csbar.aspx 32.
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People tell an average 9 people about a good experience.
And 16 about a bad
one.
http://about.americanexpress.com/news/pr/2011/csbar.aspx 32.
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Word-of-mouth can quickly destroy a company’s reputation.
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In 2011, 7 in 10 Americans said they were willing to spend more with
companies they believe provided excellent customer service
White House Office of Consumer Affairs 33.
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More than 60% of consumers
Social Media for Customer Service, ClickFox
are influenced by other consumers' comments.
34.
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Don’t take the cost of your customers receiving poor experiences lightly…
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64% of customers have made future purchases from a
company’s competitors after experiencing poor customer service.
http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
35.
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Average annual value of each
customer relationship lost to
a competitor or abandoned.
Genesys, “The Cost of Poor Customer Service”
$289
36.
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It takes 12 positive experiences to make up for one unresolved negative
experience.
=
“Understanding Customers,” Ruby Newell-Legner
37.
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82% of U.S. consumers said they stopped doing business with a company
due to a poor customer service experience.
RightNow Technologies 38.
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Poor customer experiences result in an estimated
Parature Customer Service Blog
$83 billion loss by US enterprises each
year because of defections and
abandoned purchases.
39.
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of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
American Express Survey, 2011
78%
40.
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If your business makes a focused effort on customer service,
you and your customers will see positive results…
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Right Now, “Customer Experience Report: North America”
55% of customers
recommended a company because of their customer
experience.
41.
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http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
Amazon had the best customer
satisfaction
(91.7%)
42.
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and achieved the strongest sales growth
(20%)
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
Amazon had the best customer
satisfaction
(91.7%)
43.
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love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
44.
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love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer service.
44.
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love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer service.
44.
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81% of companies with strong capabilities and competencies
for delivering customer experience excellence…
45. Peppers and Rogers, “Customer Experience Maturity Monitor”
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81% of companies with strong capabilities and competencies
for delivering customer experience excellence…
Peppers and Rogers, “Customer Experience Maturity Monitor”
…are outperforming their competitors.
45.
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What are some good
learning points for you to sleep on?
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When making your move to improve customer support, start with the bottom line.
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78% of customers say that competent customer service reps are most responsible for a happy customer experience.
46.
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Your support agents make or break the customer experience.
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are based on how the customers feels they are being
treated.
McKinsey
70% of buying experiences
47.
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68% of customers leave because they were upset with the treatment
they received whilst speaking to a customer
service rep.
US Chamber of Commerce
48.
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Make sure your reps are armed with the right tools to answer customers quickly and accurately.
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NICE Systems, “Customer Channel Preference Survey,” 2013.
40% of customers that expect representatives they speak with to already know about their previous attempts to resolve an issue.
49.
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When you start with the bottom line, you improve the customer experience and a happy customer
means repeated business, which means more profit for your business.
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Repeat customers spend
67% more and are more
profitable.
Bain & Company 50.
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What is a support tool that will help you with: Multichannel Support,
Agent Response Time,
Customer Retention,
Social Media Management?
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Sign up for a free trial!
Use Salesforce’s customer support app to easily manage tickets from various channels, respond to customers faster
and overall grow your business!