Understanding Customer Experience
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About 66% of consumers are willing to spend more with a business
if they receive exceptional customer support.
How much more?
13% on average more
It has never been more important to provide great support to your customers,
to build trust and create loyalty
Great Service Increases Sales

When a business provides responses, and engages with its customers over
social media, those customers actually end up spending
20% to 40% more money with that business.

How To Provide Great Service
The key to great customer service is being available
where and when a customer needs you

Consumers prefer assistance through the following channels:
Phone
Email
Live Chat
FAQs ( Frequently Asked Questions section on website)
Click to call (live customer agent to call you back)
Online customer forums / Communities run by brand itself
Short recorded video clips of help and advice
Live video chat with a customer service representative
None of the above
!
N / A

Don’t forget those who would rather try self-service first
91% of consumers say they would use a single,
online knowledge base if it were available
and tailored to their needs
Building a comprehensive self-serve knowledge base for customers to quickly
find the answers they need not only empowers them as problem solvers,
but also cuts down on overall support efforts and costs.

Bad Experiences:
How badly do they hurt a business

78% of consumers have bailed on a transaction because
of a poor customer service experience
89% of consumers have, at some point, stopped doing
business with a company altogether after a
poor customer experience.
Recovering from a bad experience can take up to 12 good experiences
to make up for 1 unresolved or negative experience

Be Proactive:
Fix A Bad Experience
A typical business only hears from 4% of it’s dissatisfied customers,
making proactivity essential
Actively search for bad experiences through search
engines and hashtags on social media
and respond immediately
By finding out about a complaint or issue gives you the chance to
address and improve your customer relationships and business

The result of great customer experience is customer loyalty, the most important
thing you can achieve with your customer base.
Loyalty means customers see your business as a part of their daily lives and will be
willing to go out of their way to purchase only from you.