The State of Customer Service

THE STATE OF CUSTOMER SERVICE IN A CONSUMER DRIVEN MARKET What to expect when customers drive customer support. WHAT CUSTOMERS WANT Even in a negative economy, CUSTOMER EXPERIENCE IS A HIGH PRIORITY FOR CONSUMERS, So important, that 60% of consumers said they will often pay more for a better experience. Source: Harris Interactive, Customer Experience Impact Report WHAT CUSTOMERS EXPECT HAPPY CUSTOMERS WHO GET THEIR ISSUE RESOLVED tell about 4 to 6 people about their experience. IMMEDIATE SERVICE, VIA Social Media Live chats on websites Automated responses/info gathering while waiting for a human. Information retention from visits MORE SELF SERVICE A DISSATISFIED CUSTOMER Kiosks Automated response/retention "Brand in Hand" direct customer service apps on mobile devices will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. WHITE HOUSE OFFICE OF CONSUMER AFFAIRS Source: White House Office of Consumer Affairs, Washington, DC THE CUSTOMERS HAVE SPOKEN 86% OF CONSUMERS HAVE QUIT DOING BUSINESS WITH A COMPANY BECAUSE OF A BAD CUSTOMER EXPERIENCE, THAT'S UP FROM 59% 4 YEARS AGO. Source: Harris Interactive, Customer Experience Impact Report IT TAKES 12 POSITIVE SERVICE EXPERIENCES TO MAKE UP FOR ONE NEGATIVE EXPERIENCE. Source: "Understanding Customers" by Ruby Newell-Legner 91% OF UNHAPPY CUSTOMERS WILL NOT WILLINGLY DO BUSINESS WITH YOUR ORGANIZATION AGAIN. Source: Lee Resource Inc. FOR EVERY CUSTOMER COMPLAINT, THERE ARE 26 OTHER CUSTOMERS WHO HAVE REMAINED SILENT. Source: Lee Resource Inc. CUSTOMER CHURN IS CAUSED BY CUSTOMER FEELINGS OF POOR TREATMENT 68% OF THE TIME. Source: TARP COMPANIES MORE COMPANIES ARE MAKING AN EFFORT TO LISTEN TO THE FEEDBACK OF THEIR CUSTOMERS. "2012 looks set to be the year when major organizations really start to embrace the link between offering a high quality customer experience, loyalty and longer-term financial success." ARE LISTENING Source: Lee Resource Inc. ATTRACTING A NEW CUSTOMER COSTS 5 TIMES AS MUCH AS KEEPING AN EXISTING ONE. Source: TARP 90% OF NORTH AMERICAN FIRMS VIEW CUSTOMER EXPERIENCE AS IMPORTANT OR CRITICAL. 80% OF THE FIRMS WOULD LIKE TO USE CUSTOMER EXPERIENCE AS A FORM OF DIFFERENTIATION. Source: Forrester's The State Of Customer Experience, 2010 COMPANY SOLUTIONS 81% OF COMPANIES WITH STRONG CAPABILITIES AND COMPETENCIES FOR DELIVERING CUSTOMER EXPERIENCE EXCELLENCE ARE OUTPERFORMING THEIR COMPETITION. TO MEET CUSTOMER SERVICE NEEDS 2011 Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor OUT OF BEST IN CLASS COMPANIES: 91% PROVIDE CUSTOMERS THE ABILITY TO TRACK ISSUES OVER THE WEB, 57% MEASURE SUPPORT CENTER SUCCESS ACROSS EMAIL, CHAT, WEB, AND VOICE, AND 62% USE INTEGRATED VOICE RESPONSE (IVR) 70% OF CUSTOMER EXPERIENCE MANAGEMENT BEST IN CLASS ADOPTERS USE CUSTOMER FEEDBACK TO MAKE STRATEGIC DECISION. 50% OF INDUSTRY-AVERAGE ORGANIZATIONS AND 29% OF LAGGARDS DO. Sourec: Aberdeen Group, Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand THE TOP THREE DRIVERS FOR INVESTING IN CUSTOMER 42 33 32 Improve Improve Increase cross-selling and up-selling customer customer PERCENT retention PERCENT satisfaction PERCENT EXPERIENCE MANAGEMENT ARE: Source: Aberdeen report - Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand RETAILERS AND HOTELS PROVIDE THE BEST AVERAGE CUSTOMER EXPERIENCE IN NORTH AMERICA OVERALL AS AN INDUSTRY. Sourec: Forrester Customer Experience Index 2010 HEALTH INSURANCE PLANS AND TV SERVICE PROVIDERS DELIVER THE WORST AVERAGE CUSTOMER EXPERIENCE IN NORTH AMERICA OVERALL AS AN INDUSTRY. Sourec: Forrester Customer Experience Index 2010 76% OF COMPANIES MOTIVATE EMPLOYEES TO TREAT CUSTOMERS FAIRLY AND 62% PROVIDE EFFECTIVE TOOLS AND TRAINING TO GAIN TRUST WITH THEIR CUSTOMERS. Sourec: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor 81% OF COMPANIES WITH STRONG CAPABILITIES AND COMPETENCIES FOR DELIVERING CUSTOMER EXPERIENCE EXCELLENCE ARE OUTPERFORMING THEIR COMPETITION. "ONLINE CUSTOMER EXPERIENCES" EXPECTATIONS FOR 2012 move from influencer to main channel Customer 15% more likely to use online as a channel to purchase over second place, going to a brick and mortar store. Topping the list is customer service operations making sure the contact center is fully entrenched in social media use as another form of customer self-service. The company said it is Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor CONSISTENCY-Having the same experi- ence across brand touchpoints (stores, imperative that customer service agents are savvy in social media interaction as well as a result of catalogs, website, mobile) was ranked by 20% of respondents as the most important characteristic of a customer experience, followed very closely at 19% and 17% by the ability to "self- consumers' attraction to social media channels. "brand-in-hand" or "dedicated" apps, for mobile technology use that allows customers to bypass IVR menus to gain direct access to the contact center for voice interaction or webchat. serve" and have "robust product infor- mation" at-hand. One proven way to accomplish this goal is by embracing support channels that diminish the need for customers to take part in costly phone interactions. Learn More About How Click Software Can Help Your Business Improve Customer Service While Lowering Costs. presented by ClickSoftware DOWNLOAD THE FREE WHITEPAPER: www.clicksoftware.com/happy-customers Making Service Click developed by: NOWSOURCING.COM на