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14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE

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14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE


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89% of consumers have stopped doing business with a company after experiencing poor customer service Source: RightNow Customer Experience Impact Report


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Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer)


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A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. (Bain & Co.)


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It takes 12 positive customer experiences to make up for one negative experience. (Parature)


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55% of consumers would pay more for a better customer experience. (Defaqto Research)


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78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience (American Express Survey)


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It is 6-7 times more expensive to acquire a new customer than it is to keep a current one (White House Office of Consumer Affairs)


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For every customer who bothers to complain, 26 other customers remain silent (White House Office of Consumer Affairs)


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In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person (Consumer Reports Survey 2011)


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In 2014 so far, brands in the UK are currently losing nearly ?15billion annually due to poor customer service (Parature)


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65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience (Parature)


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41% of customers expect a response to their email within six hours. Yet the research data reveals that only 18% of companies deliver within this timeframe (Youstice)


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96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (Youstice)


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Happy customers who get their issue resolved tell about 4-6 people about their experience (White House Office Of Consumer Affairs)


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