Learn how the quality of customer service from your company impacts how your customers behave. Some interesting pointers: - People are way more likely to talk about bad experiences, than about good experiences. So much so that 1 bad experience undoes all the good work did by giving your customers 12 good experiences. - When choosing a new service, the consideration for good customer services outweighs the consideration for price by over 2X And lots more.

1. IMPACT OF CUSTOMER SERVICE ON
CONSUMER BEHAVIOR
THE NUMBERS

2. When choosing a new
product or service the
consideration for
GOOD SERVICE
outweighs
PRICE
by almost 2X
Source: Verint - Is Service the New Marketing

3. 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

4. MULTIPLIER EFFECT OF SOCIAL MEDIA
Owing to
Negative Bias,
people are
likier to talk about
poor experiences
more than positive
ones
BAD

5. 2% increase in
customer retention
has the same effect on the company’s revenue as
10% decrease in
cost
Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy

6. Source: RightNow Consumer Satisfaction Report
86%
respondents in a survey said they
completely stop doing business with
companies due to bad customer
experience

7. Source: White House Office of Consumer Affairs

8. 1 = 12 Negative
unresolved experience
Positive
experiences
Source: “Understanding Customers” by Ruby Newell-Legner

9. !
96%
of unhappy customers
don’t complain
!
91%
of those will simply leave
and never come back
Source: 1st Financial Training services

10. On average, the overall worth of
!
loyal customers = 10X their first purchase
Source: White House Office of Consumer Affairs

11. When purchasing online,
71%
of visitors expect help
within
5 minutes
Source: LivePerson – What Customers Expect When It Comes to Customer Service

12. 84%
companies expect to
increase focus on
customer
experience
measurements and
metrics
Source: Temkin Group - Data Snapshot: CX Expectations and Plans for 2014

13. Customer Support right from your Gmail
http://mailflo.io