Customers of the average company make around a million customer service calls a year — and around a quarter of them will find the experience so burdensome that they will say negative things about your company after the call. Imagine the impact this has on your brand. Learn more at http://www.effortless-experience.com

1. Is Your Customer Service
Strategy Hurting Your Brand?
The average company receives around
customer service
calls a year.
1,000,000
300,000
According to CEB, 30% of
customers report having to
spend a high-level of effort
to resolve their problem.
243,000 (or 81%) will say
negative things about your
company after their call.
They will tell at least 10 other people
about their bad experiences.
This creates negative perception
about your company with
x10
2,430,000
more people.
It gets even worse if you factor in social media.
The average person has 3031
Facebook friends and can reach
35%2 of them (106) with each post.
In addition to the
2,430,000 people
customers talk to
directly, they can also
reach another
x106
+ 25,758,000
through Facebook
alone. That’s not even
considering Twitter,
Google+, LinkedIn or
other social platforms.
So, during just one
year, a total of
= 28,188,000
people will have seen
or heard bad things
about your company.
And, that’s assuming
nothing else goes wrong…
Imagine the impact this could have on your brand.
Learn more: www.effortless-experience.com
Contact us at: CEBPR@executiveboard.com
Source: CEB’s Customer Effort Assessment and Annual Benchmarking Survey.
The Infinite Dial 2013: Navigating Digital Platforms. Arbitron Inc. and Edison Research, April 2013.
1
Quantifying the Invisible Audience in Social Networks. Stanford University HCI Group and Facebook Data Science, April 27–May 2, 2013.
2
© 2013 The Corporate Executive Board Company.
All Rights Reserved. CEB135329GD