Contenu connexe Similaire à Customer service communities (20) Plus de Enterprise Hive (15) Customer service communities2. Check out these customer service stats.
Then ask yourself…
“Can I afford to not level up my
customer service?”
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4. On average loyal customers are worth
10x's more than their first purchase.
Source: White House Office of Consumer Affairs
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5. 89% of customers have stopped
doing business with a company
after experiencing poor customer service.
Source: Right Now Consumer Experience Impact Report
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6. It's 6-7x's more expensive to acquire a new
customer than retain an existing customer.
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7. News of Poor Customer Service Reaches Twice as
Many Ears as Praise For Good Customer Service.
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8. It Takes 12 Positive Experiences to Make Up
for One Unresolved Negative Experience.
Understanding Customers” by Ruby Newell-Legner.
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9. 91% of unhappy customers will not be
willing to do business with you again.
Source: Lee Resources
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10. 8%
While most
companies claim
they provide
“superior”
customer service,
only 8% of people
agree with these
same companies.
Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
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11. 78% of consumers have
bailed on a transaction or
not made an intended
purchase because of poor
service experience.
Source: American Express Survey, 2011
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12. 15% of customer base the average American business
loses annually from customer service experience.
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13. Probability of selling to:
60-70%
An existing customer
5-20%
An new prospect
Source: Marketing Metrics
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14. 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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15. A customer is 4 times more likely to buy from a
competitor if the problem is:
Vs.
Service related
Price or product related
Source: American Express Survey, 2011
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16. Customer Churn is Attributed to the Poor
Quality of Customer Service
Source: American Express Survey, 2011
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17. 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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19. HiveSocial for Customer Service™
SaaS
SaaS
Social business platform
Blog | Post | Comment | Wiki | Chat | Brand
Mobile
|
Activity Streams
|
File Repository
Award and Recognition
API
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20. HiveSocial for Customer Service
Decrease support center costs
Increase brand loyalty
Recognize super fans
Deepen your customer relationships
Drive sales
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