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This publication presents a set of statistics that underline the importance of great customer service. Enterprise Hive offers social business solutions that enable companies to implement customer service communities to better support their clients and partners.
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Customer Service StatisticsCan your company afford poor customer service?
www.enterprisehive.com Enterprise Hive, LLC © 2013
@enterprisehive
www.enterprisehive.com Enterprise Hive, LLC © 2013
Check out these customer service stats.
Then ask yourself…
“Can I afford to not level up my customer service?”
www.enterprisehive.com Enterprise Hive, LLC © 2013
Customer Service Stats & Facts
www.enterprisehive.com Enterprise Hive, LLC © 2013
On average loyal customers are worth
Source: White House Office of Consumer Affairs
10x's more than their first purchase.
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Source: Right Now Consumer Experience Impact Report
89% of customers have stoppeddoing business with a companyafter experiencing poor customer service.
www.enterprisehive.com Enterprise Hive, LLC © 2013
It's 6-7x's more expensive to acquire a new customer than retain an existing
customer.
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News of Poor Customer Service Reaches Twice as Many Ears as Praise For Good
Customer Service.
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Understanding Customers” by Ruby Newell-Legner.
It Takes 12 Positive Experiences to Make Up for One Unresolved Negative Experience.
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Source: Lee Resources
91% of unhappy customers will not be willing to do business with you again.
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Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
While most companies claim they provide “superior” customer service, only 8% of people agree with these same companies.
8%
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Source: American Express Survey, 2011
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience.
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15% of customer base the average American business loses annually from customer service experience.
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Source: Marketing Metrics
60-70% 5-20%
Probability of selling to:
An existing customer
An new prospect
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3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Source: American Express Survey, 2011
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Service related
Source: American Express Survey, 2011
A customer is 4 times more likely to buy from a competitor if the problem is:
Price or product related
Vs.
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Customer Churn is Attributed to the Poor Quality of Customer Service
Source: American Express Survey, 2011
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Organizations that can integrate communities into
customer support can realize cost reductions up to
50%
Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age"
www.enterprisehive.com Enterprise Hive, LLC © 2013
Source: Gartner
www.enterprisehive.com Enterprise Hive, LLC © 2013
HiveSocial for Customer Service™Social business platform
Blog | Post | Comment | Wiki | Chat | Brand
Mobile | Activity Streams | File Repository
Award and Recognition
API
SaaS
www.enterprisehive.com Enterprise Hive, LLC © 2013
HiveSocial for Customer ServiceDecrease support center costsIncrease brand loyaltyRecognize super fansDeepen your customer relationshipsDrive sales
For more informationContact Sales
www.enterprisehive.com@enterprisehive