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Customer experience infographic

2014 THE YEAR OF CUSTOMER EXPERIENCE CEOS of service oriented companies agree: 2014 is the year of the customer PEOPLE SHARE OPINIONS ONLINE & THEIR VOICES CARRY SHARING EXPERIENCES 80% of consumers said they share negative Customer experiences online MOST IMPORTANTLY, THESE REVIEWS ARE WIDELY READ AND HIGHLY TRUSTED. THE AVERAGE ONLINE REVIEW IS READ BY UP TO 25,000 PEOPLE YOUR BRAND IS BEING CONTROLLED BY ONLINE FEEDBACK NOT YOUR MARKETING 79% iiii 44% 79% of consumers trust online reviews as much as personal 44% sald that online reviews are the most important factor in their research. recommendations. PEOPLE VALUE SERVICE MOST Customer service is the No.1 factor influencing how much a consumer trusts a company IMPROVING THE SERVICE EXPERIENCE IS THE MOST EFFECTIVE WAY TO TAKE BACK CONTROL OF YOUR BRAND ANSWERS TO HOW TO IMPROVE SERVICE ARE IN SOCIAL DATA: % OF COMMENTS IN REVIEWS: 45% SERVICE - 4% OTHER RELATED 6% FACILITIES - RELATED 12% PRICING AND VALUE- RELATED 33% PRODUCT - RELATED 49% INDICATE THEIR INTENT TO RETURN OR RECOMMEND IN A SOCIAL MEDIA REVIEW GREAT SERVICE INCLUDES ONLINE ENGAGEMENT WITH CUSTOMERS Customers want to be able to connect with companies on their terms to build trust. 54% 50% 34% want to be able to communicate with a expect replies to branded customer support-related tweets deleted their original negative post after being engaged online company using social networking sites The most successful retailers don't just listen - they engage and build loyalty through action. OF OUTPERFORMING ORGANIZATIONS ARE 54% MORE LIKELY TO COLLABORATE DEEPLY WITH CUSTOMERS A1% INCREASE in connection with online reviewers can result in 11% TO 25% INCREASE in your overall online sentiment. And that sentiment has a significant impact on the bottom line of a business. 90% 86% 90% of consumers said that positive reviews influenced their decision to buy 86% of consumers said that negative revlews swayed their decision to not buy LOYAL CUSTOMERS DELIVER 80% OF A BRAND'S REVENUE ON AVERAGE TAKE ACTION START ENGAGING WITH ONLINE REVIEWERS TODAY! Find your most influential reviewers, understand what reviewers are saying and fix issues quickly. Watch this Forrester webinar to learn how to engage with connected Download our ebooks to learn how to use customer service to your advantage. consumers. new BrandAnalytics www.newbrandanalytics.com/resources SOURCES (2013) Survey of Customer Service from Mid-Size Companies. Dimensional Research (2013) Onl Leadership Forum, IHMRS ine Reputation Matters, nBA Report for the Hospitality (2013) Local Consumer Review Survey. Brightlocal (2013) inContact Customer Service Survey. Harris Interactive (2013) Social Engogement Best Practices, An eBook by newBrandAnalytios (2013) Customer Loyalty Data Study. Fivestars (2013) How to Apologize on Social Media, An eBook by newbrandAnalytios (2013) Yelp Consumer Survey. Nielsen (2013) EguiTrend Study, Haris Interactive (2011) Retail Consumer Report, Haris Interactive (2013) What Connected Consumers Demand trom You Now. newerandAnalytics & Fomester Research (2011) Insights from the Global CMO Study. IBM

Customer experience infographic

shared by lightmix on Aug 07
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Customer experience, engagement and social media info graphic design

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Business
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