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RevolutionCustomer Experience

Where do you fit in?

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Customer service shouldn’t just be a

department; it should be the entire

company.~ Tony Hsieh, CEO of Zappos

Source: American Express Survey 3

What are some of the frustrating interactions for customers that can be fixed to prevent switching

behavior?

80%

84%

88%

92%Chart Title

Interactions

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5

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Kate Zabriskie

Source: Forrester 7

Only 37% of U.S. companies earned a customer experience rating of “excellent” or “good.”

37%

63%

US Companies, 2012

Excellent RatingOther

Source: American Express Survey 2011 8

Source: Ruby Newell-Legner 9

• 4% of customers will voice their complaint

• 96% won’t say anything at all

• 91% will just never come back!

Source: Marketing Metrics 10

Probability of selling to a new customer = 5-20%

Probability of selling to an existing customer= 60-70%

Source: Customer Service Hell, Brad Tuttle 11

Source: Genesys 12

83 BILLION

Is estimated to be lost every year by U.S. businesses due to POOR CUSTOMER SERVICE.

$$

$

$

$

$

$

$

Source: HelpScout 13

It takes 12 positive experiences

To make up for one negative

experience.

Source: Accenture Global Customer Pulse Research, 2013

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66% of consumers switched companies in at least one of ten industries due to poor service

Felt their service provider could have prevented it

Said they would have stayed if the company had proactively contacted

them

Would have stayed if the company simply recognized & rewarded

them for their business

0% 20% 40% 60% 80% 100%

Customers

Customers

Source: Contact Point Client Research 15

Source: McKinsey 16

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