Post on 17-Oct-2014
description
what customers really think…
- 30 statistics on customer expectations and attitudes to customer experience and service
what customers really think…
- and 5 ideas to deal with it
what customers really think…
- compiled and put together by andy hanselman
“there are three kinds of lies: lies, damned lies
and statistics”
mark twain
here’s a compilation of statistics on customer expectations and attitudes to customer
experiences and service – ‘lies’? ‘damned lies’? you decide……..
whatever you think, here ‘lies’ some clear
‘warning signs’ for businesses today!
“24% of uk customers have stopped doing business with a
company within the last six months due to a bad customer
experience”source: satmetrix
1.
“only 3% of consumers believe that
uk high street retailers offer
great customer service!”
source: retail eyes report
2.
•exceed expectations – 2% •meet expectations – 62% •miss expectations – 32%
(4% weren’t sure!)
source: american express global customer service barometer
uk customers feel:‘customer service experiences
generally….’
3.
“ 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
4.
“almost 1 in 5 of uk businesses don’t respond to email enquiries from customers”
source: direct marketing association report
source:
5.
“50% of new callers don’t ring back if they don’t get an
answer when they call,…..
source: moneypenny
and 15% of existing customers don’t
call again if they get the same
experience!”
6.
“the longest time uk’s shoppers are prepared to queue is two
minutes, down from five minutes only six years ago!”
source: barclaycard
7.
“51% of uk shoppers refuse to even enter a store if they spy a queue”
source: barclaycard
8.
source: satmetrix
“73% of consumers end a relationship due to poor service”
source: genesys telecommunications laboratories report – the cost of poor customer service
9.
“two thirds of uk customers have walked away from buying something because
they weren’t prepared to wait”
source: barclaycard
10.
“poor experience’ has forced over 10 million consumers in the UK to switch suppliers in the last six months alone”
source: satmetrix
11.
“41% of uk customers
have switched or cancelled a
service because of long wait
times!”source: the ‘cost of waiting’ report by toa
technologies
12.
“when asked how companies can encourage them to spend more……”
source: right now report – customer service impact
statistic 8...
source: right now report – customer service impact
“61% of customers said accessible information and availability for questions
before making a purchase”
13.
“66% said improved customer service”
source: right now report – customer service impact
14.
“23% said a ‘tailored’ experience”
source: right now report – customer service impact
15.
“75% of customers would recommend a company for an on–time arrival!”
source: the ‘cost of waiting’ report by toa technologies
16.
“only 2% of uk customers trust advertising the
most as a source of information
when choosing a product or service”
source: satmetrix
17.
“only 17% of respondents choose where to shop based
on their participation in loyalty card schemes”
source: yougov sixthsense
18.
“25% of uk holidaymakers check things out on tripadvisor before they book!”
source: wtm 2010 industry report
19.
“93% of customers identify word of mouth as the best, most reliable source about ideas and information on products and services - up 26
pts. vs. 25 years ago”source: nop world
20.
“79% who had a negative experience with a company told others about it”
source: right now report – customer service impact
21.
22.
source: right now report – customer service impact
“76% of consumers said that word of mouth most influenced their purchasing
decisions”
“90% of online consumers worldwide trust recommendations from people they know”
source: direct marketing association report
23.
“49% of customers see personal recommendations from friends, family or
colleagues as the most trustworthy source of information”
source: right now report – customer service impact
24.
“74% customers would be
prepared to pay more for a
product if it came with better service”
source: retail eyes report
25.
“over 50% of uk customers will spend more on products & services if the service
experience was guaranteed to be first class”source: american express global customer service barometer
26.
“on average, uk consumers will pay a premium of 7% for the privilege of good
customer service and 70% state they would do more business with an organisation that offered decent
customer care”
source: american express global customer service barometer
27.
“in a business to business
engagement, ‘delighted’ customers are FIVE TIMES more
likely to plan on repurchasing than
merely satisfied customers”
source: ipsos loyalty report: the role of customer delight in achieving customer loyalty
28.
source: american express global customer service barometer
“poor customer service is costing uk businesses £15.3
BILLION!!!!!!”
29.
too many businesses clearly still don’t ‘get it’!!!!!
30.
ok, that’s not actually a statistic, I know, but you get my point!
too many businesses clearly still don’t ‘get it’!!!!!
does yours?????
30.
ok, that’s not actually a statistic, I know, but you get my point!
so, what
does it all
mean?
the world is becoming
more transparent
and will continue to do so!
customer expectations are rising
customer expectations are rising
and will continue to do so!
the influence of 'word of mouth' is increasing
the influence of 'word of mouth' is increasing
and will continue to do so!
so........what are
you going to
do?
5 simple ideas to
consider….
be easy to find, ‘deal
with’ and ‘buy
from’!
1.
spot ‘disappointment’
and....
2.
‘delight’ your
customers!
3.
‘surprise’ them with the level of
service you provide!
‘delight’ your
customers!
3.
‘surprise’ them with the level of
service you provide!
‘positively’ please!
do stuff that gets people
shouting about you to
others....
4.
do stuff that gets people
shouting about you to
others....
4.
again, ‘good’ stuff please!
do these things
consistently!
5.
do these things
consistently!
5.
encourage, engage and empower your people!
“a journey of a
thousand miles
begins with a first
step....”lau-tzu
“don’t just stand there….. do something!”
dick dastardly
take action,
not notes!
take action,
not notes!
thanks for your time!
andy hanselman
you can find out more at:www.andyhanselman.com
you can follow him at: www.twitter.com/andyhanselman
you can email him at:andy@competeorgetbeat.com
andy hanselman consulting, stadia technology park60 shirland lane, sheffield s9 3sp uk
andy hanselman is a recognised expert on business competitiveness and customer service. he researches, writes , speaks and consults on marketing, customer service and business development issues to enable leaders to revolutionise their business performance
(and has being doing so for over 20 years!)
you can visit him at: