14 customer experience facts

14 14 14 14 1414 14 14 14 CUSTOMER EXPERIENCE FACTS MARKETERS CAN'T IGNORE CUSTOMER LOYALTY IS CHEAPER THAN ACQUISITION PROBABILITY OF SELLING 2$ 24 2$ To an existing To a new It costs 6 times more customer: customer: to attract a new customer than 60-70% 5-20% it does to keep an old one (Marketing Metrics) (Understanding Customers by Ruby Newell-Legner) х10 Customer Loyalty can be worth 10 times as much as a single purchase (White House Office of Consumer Affairs, Washington, D.C.) CUSTOMER SUPPORT IS AN OPPORTUNITY 13% In comparison, 55% of customers would cease buying from a company that provides poor Two-thirds of consumers would be willing to spend more with a company - 13% more, on average - following an excellent customer service experience customer service (2012 American Express Global Customer Service Barometer) 73% of consumers love a brand because of friendly customer service (Harris Interactive, 2011 Customer Experience Improvement study) USE EMERGING PLATFORMS 72% of consumers have a more 81% of customers will use social favorable view of a company media and word of mouth 81% 72% if they provide a customer service app to tell others about a positive experience with a mobile app (Nuance) (Nuance) SOLICIT CUSTOMER FEEDBACK WHO USES CUSTOMER FEEDBACK STRATEGICALLY? $ $ $ $ $ $ 2$ 24 70% of customer experience management best in class adopters 2$ $ $ 2$ $ 2$ 24 $ 24 24 50% of industry-average organizations $ $ $ 2$ $ $ $ 2$ 29% of laggards (Aberdeen Group) 88888888 For every customer complaint, there are 26 other unhappy customers who have remained silent (Lee Resource) MAKE LOYALTY A PRIORITY 會 个个 命 个 In 2011, 7 of 10 Americans said they were willing to pay more to companies they believe provide excellent customer service (American Express Survey) Only 12% of current marketing spend goes to customer retention 33% goes to brand awareness and 55% goes to new customer acquisition (McKinsey) Keepify | Keep More Saas Customers | keepify.com References: http://www.resourcenation.com/blog/10-surprising-stats-about-great-customer-experience/36380/ http://www.brandingstrategyinsider.com/2013/02/18-customer-facts-marketers-cant-ignore.html http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ %24 ••[•[ •[•[• •[•[•[ •[• %24 I