Why service matters

WHY SERVICE MATTERS Customer Experience facts

Thorleif Astrup Hallund

50%

Source: BRANDHOUSE customer survey 2014

Leaves a store, hang up or click away without having a great customer experience

Only 2 out of 10  with a bad experience will buy from the company again

CUSTOMERS COMPLAINT

Watch your customers  

(   (  

4% complaint  

96%  

don’

t com

plai

nt  

65%  

A dissatisfied customer will tell 19 other people  

EYE CONTACT CREATES MOST CUSTOMER SMILES – BUT DIGITAL CHANNELS GET CLOSER

62   57   53   39   27  

Store Personal meeting

Web Phone Social media

$  

7X  X   X   X   X  

X   X   X  

X is the cost to retain one customer  

NEW CUSTOMER   EXISTING CUSTOMERS  

It cost 7 times more to attract a new customer than to retain an existing customer  

The life of a company depends on the goodwill of its customers, the importance of a positive customer service experience can’t be emphasized enough.

82% Quick issue resolution

45% Friendly

Customer Service agent

37% Followed up by

the same service agent

27% Offers and

discounts after issue resolution

56% Issue resolution within a single

interaction

17% Issue resolution

without speaking to an agent

)  

)   )  )   )   )   )  

)   )  )   )   )   )  

=  POSITIVE EXPERIENCE   NEGATIVE EXPERIENCE  

It takes 12 positive experiences to make up for one negative experience  

55%  of consumers would pay more for a better customer experience  

A customer is 4 times more likely to buy form a competitor after experiencing a service related issue, as opposed to a

price or product related issue  

X   4X  

Price or product related problems  

Competitors  

Service related problems  

WHAT CAN BE DONE?

HIRE COMPETENT

AGENTS

PROVIDE OMNI-

CHANNEL SUPPORT

PERSONALIZE THE CUSTOMER

EXPERIENCE

BE PROACTIVE ABOUT

RESPONDING

DON’T OVER PROMISE

78%  of customers claim they would leave a service provider if a service delivered is different from what is implied  

CAUSES OF DISSATISFACTION !  

RUDENESS  

77%  if dealing with unfriendly or impolite customer service agents  

65%  after being left on hold for a long time  

)  

WAITING  

HUMAN  

EASY  

FAST  

SURPORTIVE  CLEAR WEBSITE  

want to speak with a real person on the phone for difficult

inquiries  

46%  

are satisfied with clear information

posted to company websites for simple

inquiries  

38%  feel it is extremely

important that customer service agents know their

the customers history based on previous

interactions  

50%  

want access to faster customer

service  

69%  want easy access

to customer service  

73%  

WHAT CUSTOMERS EXPECT besides competitively priced products and services which work flawlessly

Thank you  Contact information: thorleif@hallund.com  

Brandhouse  customer  experience  survey  2014  TAMP  –  Technical  Assistance  Measurement  Program  2013  Salesforce  –  Customer  Service  stats  Salesforce  –  Bad  Customer  Service  Econsultancy  –  Online  shoppers  need  support  to  complete  a  purchase  Socialmediatoday.com  Ecosonsultant.com  holykaw.alltop.com  –  A  customer  saved  is  a  penny  earned  

Thanks to the following great companies for providing statistics  

Thanks to these fantastic people for being an inspiration  My  wife  and  children,  Richard  Branson,  Steve  Jobs,  Wallace  Green,  Marek  Slacik,  Jesper  Hansen,  Eivind  Kristoffersen  and  MaRas  Ringqvist