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Customer Experience 50 facts

digital-marketing-engineer:

Facts about customer experiences and referrals

1. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services
   
2. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs
   
3. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs
   
4. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs
   
5. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey
   
6. 55% of customers would pay extra to guarantee a better service – Defaqto research
   
7. Price is not the main reason for customer churn, it is actually due to the  overall poor quality of customer service – Accenture global customer satisfaction report 2008
   
8. 94% of customers do not want to be transferred to another representative more than once – Mobius Poll 2002
   
9. 80% of customers prefer to speak with a representative at the weekends – Mobius Poll 2002
   
10. 84% of customers are frustrated when a representative does not have immediate access to account information – Mobius Poll 2002
    
11. Customer who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, as to if they ‘only’ gave you a score of 4.8. – TeleFaction data research
    
12. It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner TeleFaction, Customer Experience Management, CRM, Loyalty, Customer Satisfaction

Facts about customer retention and churn facts

1. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company
   
2. A 50% reduction in customer base would occur if left alone over a 5 year period – Bain & Company
   
3. It costs 6 – 7 times more to acquire a new customer than retain an existing one – Bain & Company
   
4. An average company loses between 10 – 30% of its customers annually – McKinsey
   
5. A customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related – Bain & Company
   
6. 68% of customers leave because they were upset with the treatment they received whilst speaking to customer services – US Chamber of Commerce
   
7. Dissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates, as those that are ‘just’ customers – Strauss & Seidel
   
8. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics
   
9. For every customer complaint, there are 26 other unhappy customers who have remained silent – Lee Resource
   
10. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services
    
11. A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy
    
12. Customer profitability tends to increase over the life of a retained customer – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy
    
13. In the US alone, people that switch from insurance providers represent a $7.6 billion market in annual premiums – JD Power & Associates
    

Facts about customer service and contact / call centers

1. A good customer service strategy should balance costs, quality and revenues. Companies that restructure call centers in this way can often cut their costs by up to 35% and boost the revenue they generate by as much as 35%, thereby transforming them into strategic assets providing a competitive advantage – McKinsey
   
2. Research shows that a 10% increase in customer retention levels result in a 30% increase in the value of the company – Bain & Co.
   
3. 76% of companies motivate employees to treat customers fairly, and 62% provide effective tools and training to gain trust with their customers – Peppers and Rogers Group, 2009 Customer Experience Maturity Monitor
   
4. 70% of customer experience management best in class adopters use customer feedback to make strategic decision. 50% of industry-average organizations and 29% of laggards do. – Aberdeen Group
   
5. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competitors – Peppers and Rogers, 2009 Customer Experience Maturity Monitor
   
6. 72% of all customers believe it takes too long to reach a live agent – Harris
   
7. 69% said they were on hold for too long – Harris
   
8. 50% of the people survey said that agents failed to answer their questions – Harris
   
9. 44% said the information they received was not accurate- Harris
   
10. 92% of all interactions happen via the phone – Gartner
    
11. 85% of consumers are dissatisfied with their phone experience – Gartner
    
12. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. – Harris Interactive, Customer Experience Impact Report

Employee facts

1. The average recruitment cost of filling a vacancy is £4333, increasing to £7750 when organizations are also calculating the associated labour turnover costs – The Chartered Institute of Personnel and Development Annual Survey
   
2. Employee churn in the private sector is 22.6% – The Chartered Institute of Personnel and Development Annual Survey
   
3. An average of £1202 is spent on employee training  – The Chartered Institute of Personnel and Development Annual Survey
   

Facts about customer strategy

1. 90% of North American firms view customer experience as important or critical to 2010 plans. 80% of firms would like to use customer experience as a form of differentiation. – Forrester’s: The State of Customer Experience 2010.
   
2. 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy – Shaw & Ivens
   
3. 71% of business leaders believe that customer experience is the next corporate battleground – Shaw & Ivens
   
4. eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey
   
5. Reducing time and money on explaining business procedures and costs with new customers will save overall – Marketing Management; Spiro, Rich, Stanton 2008
   
6. 73% of marketing managers of various large companies credit “Repeat purchase behavior” as integral to the definition of successful customer engagement –Forbes Magazine
   
7. A survey asking which is the most important marketing objectives, shows that 29.9% think that it should be customer acquisition, and 26.6% think that it is customer retention. However 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer acquisition. –Emarketer
   
8. 55% of current marketing spend is on new customer acquisition – McKinsey
   
9. 33% of current marketing spend is on brand awareness – McKinsey
   
10. Only 12% of current marketing spend is on customer retention – McKinsey
    

(Source: digital-marketing-engineer)

Mobile Internet Statistics and Facts 2016

digital-marketing-engineer:

1. There are more mobile internet users than desktop internet users; 52.7% of global internet users access the internet via mobile, and 75.1% of U.S. internet users access the internet via mobile.
   
2. Mobile media time in the U.S. has exceeded desktop, with mobile media time estimated to be 51% while desktop media time is estimated to be 42%.
   
3. While there are more mobile users than desktop users, mobile advertising spend is still slightly lower than desktop advertising spend; mobile advertising spend currently represents 49% of digital advertising spend, compared to desktop at 51%.
   
4. Mobile advertising spend is projected to account for 60.4% of all digital advertising spend by 2016 and 72.2% of all digital advertising spend by 2019.
   
5. In 2015, mobile influenced retail sales to the tune of over $1 trillion.
   
6. Search engines are the starting point for mobile research, with an estimated 48% of mobile internet users starting their search on search engines.
   
7. Consequently, the #1 search engine, Google started to significantly use mobile compatibility as a factor when ranking websites.
   
8. B2C mobile commerce sales in the U.S. is valued at an estimated $83.93 billion.
   
9. 4 out of 5 consumers use a Smartphone to shop.
   
10. 70% of mobile searches result in an online action within an hour of the search being conducted.
    
11. 50% of mobile users will abandon of web page if it takes more than 10 seconds to load, and 60% won’t return to the site.

(via Internet Statistics & Facts (Including Mobile) for 2016 - HostingFacts.com)

(Source: hostingfacts.com)

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