Post on 01-Nov-2014
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Customer Service StatisticsCan your company afford poor customer service?
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Check out these customer service stats.
Then ask yourself…
“Can I afford to not level up my customer service?”
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Customer Service Stats & Facts
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On average loyal customers are worth
Source: White House Office of Consumer Affairs
10x's more than their first purchase.
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Source: Right Now Consumer Experience Impact Report
89% of customers have stoppeddoing business with a companyafter experiencing poor customer service.
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It's 6-7x's more expensive to acquire a new customer than retain an existing
customer.
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News of Poor Customer Service Reaches Twice as Many Ears as Praise For Good
Customer Service.
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Understanding Customers” by Ruby Newell-Legner.
It Takes 12 Positive Experiences to Make Up for One Unresolved Negative Experience.
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Source: Lee Resources
91% of unhappy customers will not be willing to do business with you again.
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Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
While most companies claim they provide “superior” customer service, only 8% of people agree with these same companies.
8%
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Source: American Express Survey, 2011
78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience.
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15% of customer base the average American business loses annually from customer service experience.
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Source: Marketing Metrics
60-70% 5-20%
Probability of selling to:
An existing customer
An new prospect
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3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Source: American Express Survey, 2011
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Service related
Source: American Express Survey, 2011
A customer is 4 times more likely to buy from a competitor if the problem is:
Price or product related
Vs.
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Customer Churn is Attributed to the Poor Quality of Customer Service
Source: American Express Survey, 2011
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Organizations that can integrate communities into
customer support can realize cost reductions up to
50%
Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age"
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Source: Gartner
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HiveSocial for Customer Service™Social business platform
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Mobile | Activity Streams | File Repository
Award and Recognition
API
SaaS
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HiveSocial for Customer ServiceDecrease support center costsIncrease brand loyaltyRecognize super fansDeepen your customer relationshipsDrive sales
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