82: Percent of consumers quit doing business with a company because of a bad customer experience.3
5: Attracting a new customer costs 5 times as much as keeping an existing one.4
26: Number of other customers who have remained silent for every customer complaint.4
60: Percent of consumers will often or always pay more for a better customer experience even in a negative economy.1
9 to 15: Number of people a dissatisfied consumer will tell about their experience. About 13% of dissatisfied customers will tell more than 20 people about their experience.2
4 to 6: Number of people happy customers will tell about their experience after their issue is resolved.2
12: Positive service experiences it takes to make up for one negative experience.5
81: Percent of companies with strong capabilities and competencies for delivering customer experience excellence who are outperforming their competition.6
76: Percent of companies who motivate employees to treat customers fairly.6
62: Percent provide effective tools and training to gain trust with their customers.6
78: Percent of consumers who have bailed on a transaction or not made an intended purchase because of poor customer service.7
59: Percent of consumers will try a new brand or company for a better service experience.7
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1 Harris Interactive, Customer Experience Impact Report2 White House Office of Consumer Affairs, Washington, DC 3 Harris Interactive sponsored by RightNow, 2010 4 Lee Resource Inc.5 “Understanding Customers” by Ruby Newell-Legner6 Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor7 American Express Global Customer Service Barometer (May 2011)