Halloween is the perfect time to talk about “horror stories” in customer service. We’ve all had the occasional run-in with a particularly unhelpful agent, or found ourselves trapped in the dreaded infinite IVR loop. We can laugh about it, but today’s customers are actually far less forgiving of these experiences than buyers of the past, and they’re more likely to take to social media networks and start naming names. On average, each unhappy customer tells about 15 people about the experience – compared with telling 9 others about a great one. This infographic highlights a couple of important statistics like these to “beware” of as we head into the all-important holiday selling season this year. We’re serious about giving you the tools you need to protect your brand and deliver the kind of experiences that are a delight (not fright!) to your customers.

1. Spooky
Stats about
Scary Spending
Customers have taken control
of the customer-company
conversation,demanding
exceptional customer service.
More businesses are taking
steps to deliver.
Customer
Service Be afraid! Here’s what you
stand to lose if you fall short.
Ignoring customers’ demands could cost you.
Poor customer experiences result in an estimated
$83 billion loss by US enterprises each year
because of defections and abandoned purchases.
Source: Parature Customer Service Blog
Freaky FACT
Toxic Tales
42% of agents are unable to efficiently resolve
customer issues due to disconnected systems,
archaic user interfaces, and multiple applications.
Source: Commissioned study conducted by
Everyone loves a good horror story!
!!!!!!!!!
!!?!!?
!?!!?!!?!
OH, The Horror!
Forrester Consulting, June 2012
Americans tell (on average):
9 people about a GOOD experience
15
people about a POOR experience
Source: American Express Survey, 2012
Most unhappy customers won't hang around.
91% will not do business with you again after
an unresolved poor experience.
Source: Lee Resources, via 75
Customer Service Facts, Help Scout eBook
And new customers are harder to pick up!
It is 6-7 times more expensive to acquire a new
customer than it is to keep an existing one.
Source: White House Office of Consumer Affairs, via
75 Customer Service Facts, Quotes & Statistics, Scout, eBook
Don’t be SCARED! Find out how Aspect can help. www.aspect.com
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