If You Don't Take Care Of Your Customers, Someone Else Will.

1f you don't TÁKE CARE OF YOUR CUSTOMERS someone else mill. In this day and age your competitors are a dime a dozen. Businesses are striving for excellence in every area possible so they can stand out amongst their competition. Want to make a lasting impression on your customers? Focus your attention on customer service. Here's why... #$%! 42% 89% of employees are unable to efficiently resolve customer issues due broken processes or disconnected systems. of consumers have stopped doing business with a company after experiencing poor customer service. Consumers are twice as likely to share their bad customer service experiences than they are to talk about positive experiences. 4x A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. 12 It takes 12 positive customer experiences to make up for one negative experience. 70% of buying experiences are based on how the customer feels they are being treated. 55% 83% 10% of consumers require some degree of customer support while making an online purchase. of consumers would pay increase in customer retention more for a better levels result in a 30% increase customer experience. in the value of the company. 9-15 A dissatisfied consumer will tell between 9 and 15 people about their experience. TOP 10 CONSUMER RANKED ELEMENTS OF A GREAT ONLINE EXPERIENCE Getting my issue resolved quickly 82% Getting my issue resolved in a single interaction 56% Dealing with a friendly customer service representative 45% Being able to follow up with the same person if necessary 37% Being able to record, print, save a copy of the interaction with the brand 28% Having follow-up after the inquiry to ensure I am satisfied 27% Providing me with customized offers 27% Being able to do other things while my issue is resolved 21% 17% Not having to speak to someone Having a personalized experience 17% Customer service experience based on company size... Large Companies Small Miss Customer Expectations Businesses 35.9% 5.7% Meet Customer Expectations 60.9% 56.3% Exceed Customer Expectations 3.2% 38% Large Companies Small Businesses When customers deal mith large/small companies... 41.8% 71% Anticipating Customer Needs 33.8% ?! 63.9% Anticipating Customer Problems 80.8% THANK YOU 96.9% Consistently saying "Thank You'" 30.5% 68% Following up with Customers 74.2% 65.5% Soliciting Customer Feedback Sources www.aspect.com | www.slideshare.net | about.americanexpress.com www.bain.com | blogs.hbr.org | www.parature.com returnonbehavior.com | econsultancy.com I www.parature.com White House 0ffice of Consumer Affairs, Washington, DC | CreditDonkey.com SlickText.com SMS marketing made incredibly easy. II $$$>