Mythbusters: 5 Myths about Customer Service [INFOGRAPHIC]
E-COMMERCE MYTHBUSTERS 5 MYTHS ABOUT CUSTOMER SERVICE DEBUNKED! MYTH # 1 BAD REVIEWS ARE BUSINESS KILLERS + 2,6% purchases + 2,1% purchases + 1,5% purchases + 106 customers + 95 customers + 69 customers HOW POSITIVE REVIEWS AFFECT BUYING DECISION? 100% OF POSITIVE REVIEWS DECREASE CUSTOMERS' TRUST. <50% 50-60% 60-80% 80-90% 90-99% 100% TIP: ENCOURAGE YOUR CUSTOMERS TO LEAVE REVIEWS NO MATTER WHAT EXPERIENCE THEY HAVE HAD. MYTH # 2 MOST CUSTOMERS ALWAYS COMPLAIN WHEN FACING A PROBLEM ONLY 25% OF UNSATISFIED SHOPPERS WILL LEAVE NEGATIVE REVIEW TIP: TIMELY RESOLVE INCOMING CUSTOMER ISSUES TO RETAIN CLIENTS AT ALL COSTS. MYTH # 3 GLOBALIZATION HAS MADE ALL CUSTOMERS ALIKE WHAT IS THE MOST IMPORTANT FACTOR IN ONLINE SHOPPING FOR YOU? WIDER VARIETY OF PRODUCTS 29% 36% 42% %3D AVG Hong - Kong USA CUSTOMER REVIEWS OF PRODUCT AVAILABLE 16% 24% 40% AVG BRAZIL RUSSIA BETTER PRODUCT INFORMATION 10% 13% 20% AVG UNITED KINGDOM RUSSIA TIP: CAREFULLY ADJUST YOUR SERVICES AND CONTENT TO THE MARKETS YOU PLAY IN. MYTH #4 LOW PRICES ATTRACT MORE CUSTOMERS CHEAP PRICES - EXCLUSIVE PRODUCTS AND REFUND ( 1% - 10%) - EFFECTIVE DELIVERY SERVICE ( 1 10% ) - NEW PRODUCTS ( ↑ 10% ) TIP: DOUBLE YOUR MARKETING EFFORTS TO PROVIDE CUSTOMERS WITH VARIOUS SPENDING INCENTIVES. ΜΥΤΗ 5 IT'S BETTER TO ATTRACT NEW CUSTOMERS THAN TO RETAIN OLD ONES OLD NEW CLIENTS CLIENT %D ATTRACTING NEW CLIENTS IS 5 TIMES MORE EXPENSIVE TIP: IF YOUR BUDGET IS SHORT, FOCUSING OLD CLIENTS WILL WORK BETTER FOR YOU. masty http://blog.amasty.com/ Sources: uSwitch Survey Harris Interactive, Customer Experience Impact Report PwC Report on Multichannel Retalling Prom.ua Report Emmet C. Murphy, Mark A. Murphy Leading on the Edge of Chaos «OE
Mythbusters: 5 Myths about Customer Service [INFOGRAPHIC]
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