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IMPACT OF CUSTOMER SERVICE ON CONSUMER BEHAVIOR
THE NUMBERS
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When choosing a new product or service the
consideration for GOOD SERVICE
outweighs PRICE
by almost
2XSource: Verint - Is Service the New Marketing
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MULTIPLIER EFFECT OF SOCIAL MEDIA
58% respondents are much
more likely to share share
their customer experience
than they were
5 years ago
GOOD
Source: Zendesk Customer Service and Business Results
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MULTIPLIER EFFECT OF SOCIAL MEDIA
Owing to Negative Bias,
people are likier to talk about poor experiences
more than positive ones
BAD
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has the same effect on the company’s revenue as
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy
10% decrease in cost
2% increase in customer retention
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Source: RightNow Consumer Satisfaction Report
86% respondents in a survey said they
completely stop doing business with companies due to bad customer
experience
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Source: White House Office of Consumer Affairs
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Source: “Understanding Customers” by Ruby Newell-Legner
1 = 12Negative
unresolved experiencePositive
experiences
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!
96% of unhappy customers
don’t complain !
91% of those will simply leave
and never come back Source: 1st Financial Training services
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On average, the overall worth of !
loyal customers = 10X their first purchase
Source: White House Office of Consumer Affairs
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When purchasing online,
71% of visitors expect help
within
5 minutesSource: LivePerson – What Customers Expect When It Comes to Customer Service
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84% companies expect to
increase focus on customer
experience measurements and
metrics
Source: Temkin Group - Data Snapshot: CX Expectations and Plans for 2014