Memorable customer service is not a luxury...
•Even in a negative economy, customer experience is a high
priority for consumers, with 60% often or always paying more for a better
experience.
Source: Harris Interactive, Customer Experience Impact Report
•81% of companies with strong capabilities and competencies
for delivering customer experience excellence are outperforming their
competition
Source: Peppers & Rogers Group, 2009 Customer Experience Maturity
Monitor
•A dissatisfied consumer will tell between 9 and 15 people
about their experience. About 13% of dissatisfied customers tell more than 20
people.
Source: White House Office of Consumer Affairs, Washington, DC
•86% of consumers quit doing business with a company because
of a bad customer experience, up from 59% 4 years ago
Source: Harris Interactive, Customer Experience Impact Report
•For every customer complaint, there are 26 other customers
who have remained silent
Source: Lee Resource Inc
•Customer churn is caused by customer feelings of poor
treatment 68% of the time
Source: TARP
•It takes 12 positive service experiences to make up for one
negative experience
Source: “Understanding Customers” by Ruby Newell-Legner
•91% of unhappy customers will not willingly do business
with your organization again.
Source: Lee Resource Inc.
•Happy customers who get their issue resolved tell about 4
to 6 people about their experience.
Source: White House Office of Consumer Affairs, Washington, DC
•Attracting a new customer costs 5 times as much as keeping
an existing one.
Source: Lee Resource Inc.
