IMPACT OF CUSTOMER SERVICE ON CONSUMER BEHAVIOR

THE NUMBERS

When choosing a new product or service the

consideration for GOOD SERVICE

outweighs PRICE

by almost

2XSource: Verint - Is Service the New Marketing

MULTIPLIER EFFECT OF SOCIAL MEDIA

58% respondents are much

more likely to share share

their customer experience

than they were

5 years ago

GOOD

Source: Zendesk Customer Service and Business Results

MULTIPLIER EFFECT OF SOCIAL MEDIA

Owing to Negative Bias,

people are likier to talk about poor experiences

more than positive ones

BAD

has the same effect on the company’s revenue as

Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy

10% decrease in cost

2% increase in customer retention

Source: RightNow Consumer Satisfaction Report

86% respondents in a survey said they

completely stop doing business with companies due to bad customer

experience

Source: White House Office of Consumer Affairs

Source: “Understanding Customers” by Ruby Newell-Legner

1 = 12Negative

unresolved experiencePositive

experiences

!

96% of unhappy customers

don’t complain !

91% of those will simply leave

and never come back Source: 1st Financial Training services

On average, the overall worth of !

loyal customers = 10X their first purchase

Source: White House Office of Consumer Affairs

When purchasing online,

71% of visitors expect help

within

5 minutesSource: LivePerson – What Customers Expect When It Comes to Customer Service

84% companies expect to

increase focus on customer

experience measurements and

metrics

Source: Temkin Group - Data Snapshot: CX Expectations and Plans for 2014

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