customer experience and service update
Post on 17-Oct-2014
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The effects of customer experience and service on brand perception and retention
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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/
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89%
of Consumers purchase from a competitor following a
poor customer experience.
- Harris Interactive, 2011 Customer Experience Improvement study
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Only about 4% of dissatisfied customers complain.
96% just go away.
- Harris Interactive, 2011 Customer Experience Improvement study
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50% of Consumers give a brand one week to respond to a service
concern before they stop doing business with them.
- Harris Interactive, 2011 Customer Experience Improvement study
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Only 37% of Brand received “excellent” or “Good” customer
experience scores this year
- Harris Interactive, 2011 Customer Experience Improvement study
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Only 1% of consumers say expectations for good customer
experience are always met
- Harris Interactive, 2011 Customer Experience Improvement study
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US Businesses lose an estimated $83 Billion in sales
annually due to poor customer experiences
– Parature Customer Service Blog
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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
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A 5% increase in customer retention increases profits up to 125%
– Bain & Company
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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
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Probability of selling to an existing customer: 60-70%,
Probability of selling to a new one: 5-20%
– Marketing Metrics
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Customer Loyalty can be worth
10 times as much as a single purchase
– White House Office of Consumer Affairs, Washington, D.C.
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It takes 12 positive service incidents to make up
for a negative one
-Understanding Customers by Rudy Newell-Legner
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Customer profitability increases over the life of a
retained customer
– Leading on the edge for Chaos, Emmet Murphy and Mark Murphy
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70% of customers
will do business with you again if you resolve their complaints
– Understanding Customers by Rudy Newell-Legner
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73% of Consumers love a brand because of friendly customer service
– Harris Interactive, 2011 Customer Experience Improvement study
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68% of
Customers leave because they think you don’t care about them
–Rockefeller Corporation
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