Achieving customer excellence requires being proficient in service, support, and experience. Are your customers satisfied?

1. Customer Excellence
Why so serious?
A presentation by:

2. Meeting customer
expectations
includes being
proficient in:
Service
Support
Experience
Image Source: Damgaard Hansen Consult

3. SERVICE

4. “The goal as a company is to have
customer service that is not just the best
but LEGENDARY.”
--Sam Walton, Founder of WalMart

5.  In 2011, 7 in 10 Americans said they were willing to spend more with
companies they believe provide excellent customer service.
 According to consumers, customer service agents failed to answer
their questions 50% of the time.
 91% of unhappy customers will not willingly do business with you
again.
 News of bad customer service reaches more than twice as many ears
as praise for a good service experience.
Source: 75 Customer Service Facts, Quotes & Statistics

6. Source: Why Customer ‘Satisfaction’ Is No Longer Good Enough
Customer service is not
industry-specific.
It is crucial in all industries,
but not all industries are
doing something about it.

7. “What you are going to need, more than
anything else, whether in business or on
an expedition to Mount Everest, is the best
customer service available. Otherwise,
you’re in danger of having your business
falling off or of falling off a mountain ledge.
Either way, it’s painful – to say the least!”
Source: Why Customer Service Is The Life Or Death Of Your Company

8. SUPPORT

9. “To understand the man, you must first
walk a mile in his moccasin.”
--Native American Proverb

10.  91% of customers say they would use an online knowledge base if it
were available.
 94% of all online retailers provide email customer service but 27% of
email inquiries are answered incorrectly.
 41% of consumers expect an email response within six hours.
 88% of consumers are less likely to buy from companies who leave
complaints unanswered.
Source: 50 Customer Service Facts That Will Blow Your Mind

11. EXPERIENCE

12. “We see our customers as invited guests
to a party, and we are the hosts. It’s our
job every day to make every aspect of the
customer experience a little bit better.”
--Jeff Bezos, CEO of Amazon.com

13. Source: 2013 Global Customer Support Outlook Survey
What Companies Have To Say:

14. Yes, there are challenges.
Yes, there are expenses.
But thankfully, yes, companies are catching on.

15. Companies that prioritize the customer
experience generate 60% higher profits
than their competitors.
Source: Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile Times

16. WHAT CUSTOMERS
HAVE TO SAY…

17.  3 in 10 consumers in most markets believe that companies usually
‘miss their expectations’
 In most markets, 2 in 5 consumers or more believe that companies ‘are
helpful, but don’t do anything extra to keep their business.’
 Over half of consumers have spent more with a company because of a
history of positive customer service experiences.
 78% of customers say that competent customer service reps are most
responsible for a happy customer experience.
Source: 2012 Global Customer Service Barometer

18. MONEY TALKS

19.  A 2% increase in customer retention has the same effect as decreasing costs
by 10%.
 A 5% increase in customer retention increases profits up to 125%
 It is 6-7 times more expensive to acquire a new customer than it is to keep a
current one.
 64% of customers have made future purchases from a company’s
competitors after experiencing poor customer service.
 $289 is the average annual value of each customer relationship lost to a
competitor or abandoned Poor customer experiences result in an estimated
$83 billion loss by US enterprises each year because of defections and
abandoned purchases.
 Repeat customers spend 67% more and are more profitable.
Source: 50 Customer Service Facts That Will Blow Your Mind

20. You have to ask yourself:
Are your customers satisfied?

21. LanguageI/O www.languageio.com @languageio
THANK YOU!