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The Cost of Inconvenience

THE HIGH COST OF A INCONVENIEÑCE %24 Consumers want excellent customer service. Yet, too many companies place barriers in front of their customers. If obtaining customer service becomes a high-effort, tiring experience, customers don't stay - they run away. So say the 2,100 U.S. adults in this 2013 survey by Harris Interactive sponsored by Avaya. 66% OF CONSUMERS SAY THEY WILL LEAVE COMPANIES THAT MAKE GETTING CUSTOMER SERVICE HARD OR HIGH EFFORT. 37% are extremely likely to leave. WHAT DO CUSTOMERS VIEW AS HIGH EFFORT? It's not fixed yet. LOL we'll get to it. NEEDING TO REPEATEDLY CONTACT A COMPANY TO RESOLVE AN ISSUE 64% Is this a person? ... Yes? INABILITY TO REACH A HUMAN TO GET AN ANSWER TO COMPLETE A TRANSACTION 62% Can you say that again? Really?!? HAVING TO RE-EXPLAIN AN ISSUE TO COMPANY REPRESENTATIVE 59% Wait, who is this? This is Steve. was talking to Dan. This is Steve. BEING TRANSFERRED BETWEEN STAFF OR DEPARTMENTS 52% BY CONTRAST, LOW-EFFORT CUSTOMER SERVICE- BREEDS LONG-TERM CUSTOMER LOYALTY 83% Qo 87% rate friendly, engaging customer service reps as important. rate knowledgable customer service agents as important. WHAT'S AT STAKE CUSTOMER LIFETIME VALUE OVER 75% SATISFIED CUSTOMERS STICK AROUND, BUY MORE, AND RECOMMEND YOUR PRODUCTS AND COMPANY. 7 WOULD CONTINUE TO SPEND $ WITH A COMPANY AS THE RESULT OF AN EXCEPTIONAL OVER 50% CUSTOMER EXPERIENCE. WOULD BUY MORE FROM COMPANIES THAT PROVIDE 64% CONSISTENTLY GOOD CUSTOMER SERVICE. SAID AN EXISTING RELATIONSHIP WITH A COMPANY IS KEY WHEN DECIDING WHO TO BUY FROM. CONCLUSION: THE LESS EFFORT YOUR CUSTOMERS SPEND GETTING SERVICE, THE MORE $$$ THEY WILL SPEND WITH YOU. So treat your customers well! To learn more about the Avaya Customer Effort Impact Study, visit www.avaya.com/news To learn more about Avaya's Customer Experience Management Solutions, visit www.avaya.com/usa/solutions/#customer-experience SOURCES: 1. Avaya Customer Effort Study. 2. All-Silhouettes.com. Infographic by Asher Powell ABOUT AVAYA Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact center, networking and related services to companies of all sizes around the world. For more information, please visit avaya.com ©2013 Avaya Inc. All Rights Reserved. All trademarks identified by ®, TM or SM are registered marks, trademarks, service marks, respectively, of Avaya Inc. AVAYA The Power of We

The Cost of Inconvenience

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Consumers want excellent customer service. Yet, too many companies place barriers in front of their customers. If obtaining customer service becomes a high-effort, tiring experience, customers don't s...

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Avaya

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Business
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