If you need to convince your boss that service matters, then take a look at these facts.

1. WHY SERVICE
MATTERS
Customer Experience facts
Thorleif Astrup Hallund

2. 50%
Leaves a store, hang
up or click away
without having a great
customer experience
Source: BRANDHOUSE customer survey 2014

3. Only 2 out of 10
with a bad experience
will buy from the
company again

4. CUSTOMERS
COMPLAINT
Watch your customers
(
4%
complaint
(
96%
don’t complaint
A dissatisfied customer will tell
19 other people
65%

5. EYE CONTACT CREATES MOST CUSTOMER
SMILES – BUT DIGITAL CHANNELS GET
CLOSER
62
57
53
39
27
Store
Personal
meeting
Web
Phone
Social
media

6. It cost 7 times more to attract a new
customer than to retain an existing customer
NEW CUSTOMER
EXISTING CUSTOMERS
$
7X
X
X
X
X
X
X
X
X is the cost to retain one customer

7. 82%
Quick issue
resolution
45%
Friendly
Customer
Service agent
37%
Followed up by
the same service
agent
56%
Issue resolution
within a single
interaction
27%
Offers and
discounts after
issue resolution
17%
Issue resolution
without speaking
to an agent
The life of a company depends on the goodwill of its customers,
the importance of a positive customer service experience can’t be
emphasized enough.

8. It takes 12 positive experiences to make up
)
for one negative experience
)
)
)
)
)
)
)
)
)
)
)
)
=
POSITIVE EXPERIENCE
NEGATIVE EXPERIENCE

9. 55%
of consumers would pay
more for a better customer
experience

10. A customer is 4 times more likely to buy form a competitor
after experiencing a service related issue, as opposed to a
price or product related issue
X
4X
Price or product
related problems
Service related
problems
Competitors

11. WHAT CAN BE DONE?
HIRE
COMPETENT
AGENTS
PROVIDE
OMNI-CHANNEL
SUPPORT
BE PROACTIVE
PERSONALIZE
THE CUSTOMER
EXPERIENCE
ABOUT
RESPONDING

12. DON’T OVER PROMISE
78%
of customers claim they
would leave a service provider
if a service delivered is
different from what is implied

13. CAUSES OF DISSATISFACTION
!
RUDENESS
77%
if dealing with unfriendly or
impolite customer service
agents
)
WAITING
65%
after being left on hold for
a long time

14. WHAT CUSTOMERS EXPECT
besides competitively priced products and services which work flawlessly
HUMAN
EASY
73%
want easy access
to customer service
FAST
CLEAR SURPORTIVE
WEBSITE
46%
want to speak with
a real person on the
phone for difficult
inquiries
38%
are satisfied with
clear information
posted to company
websites for simple
inquiries
69%
want access to
faster customer
service
50%
feel it is extremely
important that customer
service agents know their
the customers history
based on previous
interactions

15. Thank you
Contact information:
thorleif@hallund.com

16. Thanks to the following great companies for
providing statistics
Brandhouse
customer
experience
survey
2014
TAMP
–
Technical
Assistance
Measurement
Program
2013
Salesforce
–
Customer
Service
stats
Salesforce
–
Bad
Customer
Service
Econsultancy
–
Online
shoppers
need
support
to
complete
a
purchase
Socialmediatoday.com
Ecosonsultant.com
holykaw.alltop.com
–
A
customer
saved
is
a
penny
earned
Thanks to these fantastic people for being an
inspiration
My
wife
and
children,
Richard
Branson,
Steve
Jobs,
Wallace
Green,
Marek
Slacik,
Jesper
Hansen,
Eivind
Kristoffersen
and
MaRas
Ringqvist