Post on 29-Nov-2014
description
WHY SERVICE MATTERS Customer Experience facts
Thorleif Astrup Hallund
50%
Source: BRANDHOUSE customer survey 2014
Leaves a store, hang up or click away without having a great customer experience
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 com
plai
nt
65%
A dissatisfied customer will tell 19 other people
EYE CONTACT CREATES MOST CUSTOMER SMILES – BUT DIGITAL CHANNELS GET CLOSER
62 57 53 39 27
Store Personal meeting
Web Phone Social media
$
7X X X X X
X X X
X is the cost to retain one customer
NEW CUSTOMER EXISTING CUSTOMERS
It cost 7 times more to attract a new customer than to retain an existing customer
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.
82% Quick issue resolution
45% Friendly
Customer Service agent
37% Followed up by
the same service agent
27% Offers and
discounts after issue resolution
56% Issue resolution within a single
interaction
17% Issue resolution
without speaking to an agent
)
) ) ) ) ) )
) ) ) ) ) )
= POSITIVE EXPERIENCE NEGATIVE EXPERIENCE
It takes 12 positive experiences to make up for one 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
Competitors
Service related problems
WHAT CAN BE DONE?
HIRE COMPETENT
AGENTS
PROVIDE OMNI-
CHANNEL SUPPORT
PERSONALIZE THE CUSTOMER
EXPERIENCE
BE PROACTIVE 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
65% after being left on hold for a long time
)
WAITING
HUMAN
EASY
FAST
SURPORTIVE CLEAR WEBSITE
want to speak with a real person on the phone for difficult
inquiries
46%
are satisfied with clear information
posted to company websites for simple
inquiries
38% feel it is extremely
important that customer service agents know their
the customers history based on previous
interactions
50%
want access to faster customer
service
69% want easy access
to customer service
73%
WHAT CUSTOMERS EXPECT besides competitively priced products and services which work flawlessly
Thank you Contact information: thorleif@hallund.com
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 the following great companies for providing statistics
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