customer experience and service update

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STRATTALKING

The effects of customer experience and service on brand perception and retention

It costs 6 times more to attract a new

customer than it does to keep an old one.

–Understanding Customers by Rudy Newell-Legner

http://www.flickr.com/photos/walmartcorporate/5684305063/

http://www.flickr.com/photos/criminalintent/162478786/

89%

of Consumers purchase from a competitor following a

poor customer experience.

- Harris Interactive, 2011 Customer Experience Improvement study

http://www.flickr.com/photos/ivanwalsh/4617349366/

Only about 4% of dissatisfied customers complain.

96% just go away.


http://www.flickr.com/photos/oxfordian/6408321285

50% of Consumers give a brand one week to respond to a service

concern before they stop doing business with them.


http://www.flickr.com/photos/spijker/3273982099

Only 37% of Brand received “excellent” or “Good” customer

experience scores this year


http://www.flickr.com/photos/epsos/5652699228

Only 1% of consumers say expectations for good customer

experience are always met


http://www.flickr.com/photos/rednuht/479370088

US Businesses lose an estimated $83 Billion in sales

annually due to poor customer experiences

– Parature Customer Service Blog

http://www.flickr.com/photos/thomashawk/2751554048

Americans typically tell 24 people about negative customer

service, they only tell about 15 people about positive experiences

– 2012 American Express Global Customer Service Barometer

http://www.flickr.com/photos/felstone/7819543656

A 5% increase in customer retention increases profits up to 125%

– Bain & Company

http://www.flickr.com/photos/zurichtourism/5161089722

A 2% increase in customer retention has the same

effect as decreasing costs by 10%

–Leading on the edge of chaos, Emmet Murphy and Mark Murphy

http://www.flickr.com/photos/thomashawk/21151707

Probability of selling to an existing customer: 60-70%,

Probability of selling to a new one: 5-20%

– Marketing Metrics

http://www.flickr.com/photos/donebythehandsofabrokenartist/4098652750/

Customer Loyalty can be worth

10 times as much as a single purchase

– White House Office of Consumer Affairs, Washington, D.C.

http://www.flickr.com/photos/mrs_log-

It takes 12 positive service incidents to make up

for a negative one

-Understanding Customers by Rudy Newell-Legner

http://www.flickr.com/photos/26628378@N03/3153377556

Customer profitability increases over the life of a

retained customer

– Leading on the edge for Chaos, Emmet Murphy and Mark Murphy

http://www.flickr.com/photos/wongjunhao/3430562137

70% of customers

will do business with you again if you resolve their complaints

– Understanding Customers by Rudy Newell-Legner

http://www.flickr.com/photos/samsungtomorrow/8494079316

73% of Consumers love a brand because of friendly customer service

– Harris Interactive, 2011 Customer Experience Improvement study

http://www.flickr.com/photos/wsdot/5448810225

68% of

Customers leave because they think you don’t care about them

–Rockefeller Corporation

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