Did You Know?
77% of people say that valuing their time is the most important thing a company can do to provide them with good service.
Forrester Research
By 2017, 89% of businesses will compete mainly on customer experience. Gartner
Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. McKinsey
A 1% improvement in first call response = $276,000 in annual operational savings for
the average call center. SQM Group
By 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Walker
59% of 25-34 year-olds share poor customer experiences online
New Voice Media
Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
Harvard Business Review
45% of companies offering web or mobile
self-service reported an increase in site
traffic and reduced phone inquiries.
CRM Magazine
Companies with a social care program experience a 7.5% year over year increase in customer retention, while those without only see a change of 2.9%.
Aberdeen
Nearly 80% of contact centers say their current customer service systems won’t meet their future needs.
Dimension Data
60% of customers expect companies to respond within the hour. The average response time ranges from 1-5 hours
Applied Marketing Science says that when a customer tweets at a business and receives a response they are:-
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Willing to spend 3 to 20% more on a product from that company and 44% more likely to share their experience.
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30% more likely to recommend the brand.
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69% of people who tweeted negatively said they felt more positive after the business responded.
Phone Is King for Customer Experience:-
Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents.