A Better Customer Experience Makes Business Sense

It's a natural reaction to suggestions to improve customer experience - 'How much will it cost if I do?'

When a more telling question would be, 'How much will it cost me if I don't ?'

You work it out

86% of customers will pay more for a better customer experience

89% of consumers began doing business with a competitor following a
poor customer experience.

79% of consumers who shared complaints about poor customer

experience online had their complaints ignored.                

  Customer Experience Impact Report : Right Now

European Business Review

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

3 in 5 Americans (59%) would try a new brand or company for a better service experience



In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service.



Americans tell an average of 9 people about good experiences,and tell 16 (nearly two times more) people about poor experiences.

American Express Survey, 2011

On average, loyal customers are worth up to10 times as much as their first purchase

For every customer who bothers to complain, 26 other customers remain silent.

White House Office of Consumer Affairs

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

Roughly 80% of customer service tweets are negative or critical in nature.

Touch Survey

"There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central to providing consistently excellent service experiences.” Jim Bush, executive VP, American Express

Sources

http://www.rightnow.com/files/analyst-reports/RightNow_Customer_Experience_Impact_Report_North_America_2011.pdf

http://www.europeanbusinessreview.com/?p=1467

http://www.consumerreports.org/cro/index.htm

http://about.americanexpress.com/news/pr/2011/csbar.aspx

http://www.customer1.com/blog/customer-service-statistics