Customer Excellence - Why so serious?

Customer ExcellenceWhy so serious?

A presentation by:

Meeting customer expectations includes being proficient in:

Service

Support

Experience

Image Source: Damgaard Hansen Consult

SERVICE

“The goal as a company is to have customer service that is not just the best but LEGENDARY.”

--Sam Walton, Founder of WalMart

In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. According to consumers, customer service agents failed to answer their questions 50% of the time. 91% of unhappy customers will not willingly do business with you again. News of bad customer service reaches more than twice as many ears as praise for a good service experience.

Source: 75 Customer Service Facts, Quotes & Statistics

Source: Why Customer ‘Satisfaction’ Is No Longer Good Enough

Customer service is not industry-specific.

It is crucial in all industries, but not all industries are doing something about it.

“What you are going to need, more than anything else, whether in business or on an expedition to Mount Everest, is the best customer service available. Otherwise, you’re in danger of having your business falling off or of falling off a mountain ledge. Either way, it’s painful – to say the least!”

Source: Why Customer Service Is The Life Or Death Of Your Company

SUPPORT

“To understand the man, you must first walk a mile in his moccasin.”

--Native American Proverb

91% of customers say they would use an online knowledge base if it were available.  94% of all online retailers provide email customer service but 27% of email inquiries are answered incorrectly.  41% of consumers expect an email response within six hours.  88% of consumers are less likely to buy from companies who leave complaints unanswered.

Source: 50 Customer Service Facts That Will Blow Your Mind

EXPERIENCE

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every aspect of the customer experience a little bit better.”

--Jeff Bezos, CEO of Amazon.com

Source: 2013 Global Customer Support Outlook Survey 

What Companies Have To Say:

Yes, there are challenges. Yes, there are expenses.

But thankfully, yes, companies are catching on.

Companies that prioritize the customer experience generate 60% higher profits than their competitors.

Source: Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times

WHAT CUSTOMERS

HAVE TO SAY…

3 in 10 consumers in most markets believe that companies usually ‘miss their expectations’ In most markets, 2 in 5 consumers or more believe that companies ‘are helpful, but don’t do anything extra to keep their business.’ Over half of consumers have spent more with a company because of a history of positive customer service experiences. 78% of customers say that competent customer service reps are most responsible for a happy customer experience.

Source: 2012 Global Customer Service Barometer

MONEY TALKS

A 2% increase in customer retention has the same effect as decreasing costs by 10%. A 5% increase in customer retention increases profits up to 125% It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.  64% of customers have made future purchases from a company’s competitors after experiencing poor customer service.  $289 is the average annual value of each customer relationship lost to a competitor or abandoned Poor customer experiences result in an estimated $83 billion loss by US enterprises each year because of defections and abandoned purchases. Repeat customers spend 67% more and are more profitable.

Source: 50 Customer Service Facts That Will Blow Your Mind

You have to ask yourself:

Are your customers satisfied?

Language I/O www.languageio.com @languageio

THANK YOU!