Infographic Customer Metrics

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Current Customer Metrics Return on Investment 65% of organizations that focus on frequent training see advantages in First Call Resolution. 1 2/3 rds of consumers would be wiling to spend more, following an excellent customer service experience. 2 Only 31%of organizations recognize and reward exployees across the company for improving the customer experience. 3 Modest increase in customer experience can result in a gain over three years of up to $ 382 million for US companies. 5 A 5% improvement in customer retention can yield between a 20% and 100% increase profits across a wide range of industries. 6 Increasing customer retention rates by 5% could increase profits from 25% to 95%. 7 TRENDS IN CUSTOMER FOCUSED METRICS Leading Industries in CX TOP 10 brands with the highest NPS amongst 22 industry sectors: 4 1. USAA-Insurance = 80% 2. USAA-Banking = 78% 3. Costco = 78% 4. Apple-Laptop = 76% 5. Dillards = 75% 6. Nordstrom = 75% 7. Apple-iphone = 70% 8. Amazon = 69% 9. Southwest Airlines = 66% 10. Apple-ipad = 80% To read more, go to: NPS Through the Years Customer Metrics By Brittany Davis and Lorri Cosentino 1 Aberdeen Group 2 American Express 3 Forrester Research 4 Satmetrix’s 2013 Net Promoter Industry Benchmarks 5 Temkin Group’s ROI of Customer Experience 6 Fred Reicheld (NPS Inventor) in The Ultima Question 2 7 Harvard Business Review This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations. 1 to 1 ® media a division of Peppers & Rogers Group

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This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations.

Transcript of Infographic Customer Metrics

Page 1: Infographic Customer Metrics

Current Customer Metrics

Return on Investment

65% of organizations that focus on frequent training see advantages in First Call Resolution.1

2/3 rds of consumers would be wiling

to spend more, following an excellent customer service experience.2

Only 31%of organizations recognize and reward exployees across the company for improving the customer experience.3

Modest increase in customer experience can result in a gain over three years of up to $382 million for US companies.5

A 5% improvement in customer retention can yield between a 20% and 100% increase profits across a wide range of industries.6

Increasing customer retention rates by 5% could increase profits from 25% to 95%.7

TRENDSIN

CUSTOMERFOCUSEDMETRICS

LeadingIndustries in CX

TOP 10 brands with the highest NPS amongst 22 industry sectors: 4

1. USAA-Insurance = 80%

2. USAA-Banking = 78%

3. Costco = 78%

4. Apple-Laptop = 76%

5. Dillards = 75%

6. Nordstrom = 75%

7. Apple-iphone = 70%

8. Amazon = 69%

9. Southwest Airlines = 66%

10. Apple-ipad = 80%

To read more, go to: NPS Through the Years

Customer Metrics

By Brittany Davis and Lorri Cosentino1Aberdeen Group 2American Express 3Forrester Research 4Satmetrix’s 2013 Net Promoter Industry Benchmarks5Temkin Group’s ROI of Customer Experience 6Fred Reicheld (NPS Inventor) in The Ultima Question 2 7Harvard Business Review

This infographic takes a look at some of the current metrics that executives are holding employees accountable for, the industries that are leading the charge in introducing customer-focused metrics, and the customer experience success rates of the companies that have ingrained customer metrics into all facets of their organizations.

1to1 ®

mediaa division of Peppers & Rogers Group