Customer Experience Stats to Transform Your Business in 2015

Customer Experience Stats to transform your business in 2015 MPACT making people better Finding new customers is hard 4 6 Finding new customers is 6x harder than... Keeping them Ease-0-Meter Selling to existing customers is easy 10 20 40 50 60 70 Probability of selling to new prospects = 15-20% Probability of selling to existing customers 60-70% Ease-0-Meter We know CX is important, yet we take it for granted... Service Agents Customers 42% of service agents are unable to efficiently resolve customer issues due to disconnected and archaic user interfaces 85% of customers say they are dissatisfied with the phone service they are provided to deal with complaints* 4 Consumers prefer assistance over the following channels... Click-to-call 34% Online knowledge base 51% Live chat 57% email 60% Phone 61% For every customer who complains, 26 will simply leave... It takes 12 positive experiences to make up for 1 unresolved negative experience 2X 4X News of a bad CX A customer is 4 times more likely to defect to a competitor over quality than price reaches more than twice as many ears as praise for good cx* 10 55% of consumers will pay more to guarantee a good C... And a 10% increase in customer retention Just a 2% increase in customer retention has the same effect as a 10% reduction in costs! " Results in a 30% increase in the value of the company!" 70% of buying experiences are based on how customers feel they are being treated. 13 For help improving your customer experience, visit us at MPACTGrouplnc.com References 1. White House Office of Consumer Affairs 8. White House Office of Consumer Affairs 2. Marketing Metrics 9. Bain & Company 3. Forrester 10. McKinsey 4. Gartner 5. eConsultancy 6. "Understanding Customers" by Ruby Newell-Legner 7. "Understanding Customers" by Ruby Newell-Legner 11. "Leading on the Edge of Chaos" Emmet Murphy & Mark Murphy 12. Bain & Company 13. McKinsey MPACT making people better