Some Very Interesting Stats

1. Brands in the U.K. are currently losing nearly £15 billion annually due to poor customer service. ~ Harris/ClickSoftware Survey

2. U.S. brands are losing approximately $41 billion each year due to poor customer service. ~ NewVoiceMedia Study

3. 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience. ~ 2014 Parature State of Multichannel Customer Service Survey

4. Only 14% of respondents in a 2014 CMO survey rated the customer-centricity of their organization as high; and only 11% believe their customers would say the same. ~ 2014 CMO Council Mastering Adaptive Customer Engagements Report

5. More than two-thirds of 2,000 consumers who encountered a customer service/customer experience issue on a brand’s website left the site or visited a competitor. ~ 2014 IBM Digital Customer Experience Report

6. 71% of those who experience positive social care experience are likely to recommend that brand to others, compared to just 19 percent of customers that do not receive a response ~ NM Incite Social Care Survey

7. Companies delivering customer support through social media achieve superior gains – 7.5% vs. 2.9%. ~ Aberdeen Group Social Customer Care Report

8. The revenue impact from a 10 percentage point improvement in a company’s customer experience score can translate into more than $1 billion. ~ Forrester Business Impact of Customer Experience

9. 58% of companies say they are just now developing a strategy for delivering an integrated customer experience; and only 8% of companies surveyed said they currently provide a ‘very integrated’ customer experience. ~ Econsultancy/CACI Integrated Customer Experience Report.

10. 63% of online consumers said they were more likely to return to a website that offers live chat. ~ Forrester Making Proactive Chat Work

11. 75% of consumers think companies should make answers to all their common questions available via smartphones. ~ Synthetix;62% of companies think mobile customer service is a competitive differentiator. ~ ICMI Mobile Customer Service Strategy Report

12. 40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies, and 70% expect a company website to include a self-service application. ~ The Real Self-Service Economy Report

13. By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. ~ Gartner Research

Chris Bell- www.customerexperiences.co.nz

 

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