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RevolutionCustomer Experience
Where do you fit in?
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Customer service shouldn’t just be a
department; it should be the entire
company.~ Tony Hsieh, CEO of Zappos
Source: American Express Survey 3
What are some of the frustrating interactions for customers that can be fixed to prevent switching
behavior?
80%
84%
88%
92%Chart Title
Interactions
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Kate Zabriskie
Source: Forrester 7
Only 37% of U.S. companies earned a customer experience rating of “excellent” or “good.”
37%
63%
US Companies, 2012
Excellent RatingOther
Source: American Express Survey 2011 8
Source: Ruby Newell-Legner 9
• 4% of customers will voice their complaint
• 96% won’t say anything at all
• 91% will just never come back!
Source: Marketing Metrics 10
Probability of selling to a new customer = 5-20%
Probability of selling to an existing customer= 60-70%
Source: Customer Service Hell, Brad Tuttle 11
Source: Genesys 12
83 BILLION
Is estimated to be lost every year by U.S. businesses due to POOR CUSTOMER SERVICE.
$$
$
$
$
$
$
$
Source: HelpScout 13
It takes 12 positive experiences
To make up for one negative
experience.
Source: Accenture Global Customer Pulse Research, 2013
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66% of consumers switched companies in at least one of ten industries due to poor service
Felt their service provider could have prevented it
Said they would have stayed if the company had proactively contacted
them
Would have stayed if the company simply recognized & rewarded
them for their business
0% 20% 40% 60% 80% 100%
Customers
Customers
Source: Contact Point Client Research 15
Source: McKinsey 16
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