How customer service impacts consumer behavior
13
IMPACT OF CUSTOMER SERVICE ON CONSUMER BEHAVIOR THE NUMBERS
description
Learn how the quality of customer service from your company impacts how your customers behave. Some interesting pointers: - People are way more likely to talk about bad experiences, than about good experiences. So much so that 1 bad experience undoes all the good work did by giving your customers 12 good experiences. - When choosing a new service, the consideration for good customer services outweighs the consideration for price by over 2X And lots more.
Transcript of How customer service impacts consumer behavior
IMPACT OF CUSTOMER SERVICE ON CONSUMER BEHAVIOR
THE NUMBERS
When choosing a new product or service the
consideration for GOOD SERVICE
outweighs PRICE
by almost
2XSource: Verint - Is Service the New Marketing
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
MULTIPLIER EFFECT OF SOCIAL MEDIA
Owing to Negative Bias,
people are likier to talk about poor experiences
more than positive ones
BAD
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
Source: RightNow Consumer Satisfaction Report
86% respondents in a survey said they
completely stop doing business with companies due to bad customer
experience
Source: White House Office of Consumer Affairs
Source: “Understanding Customers” by Ruby Newell-Legner
1 = 12Negative
unresolved experiencePositive
experiences
!
96% of unhappy customers
don’t complain !
91% of those will simply leave
and never come back Source: 1st Financial Training services
On average, the overall worth of !
loyal customers = 10X their first purchase
Source: White House Office of Consumer Affairs
When purchasing online,
71% of visitors expect help
within
5 minutesSource: LivePerson – What Customers Expect When It Comes to Customer Service
84% companies expect to
increase focus on customer
experience measurements and
metrics
Source: Temkin Group - Data Snapshot: CX Expectations and Plans for 2014
![[PPT]Consumer Behavior and Marketing Strategy - Lars … to CB.ppt · Web viewIntro to Consumer Behavior Consumer behavior--what is it? Applications Consumer Behavior and Strategy](https://static.fdocuments.net/doc/165x107/5af357b67f8b9a74448b60fb/pptconsumer-behavior-and-marketing-strategy-lars-to-cbpptweb-viewintro.jpg)
