Customer Service = Customer Experience (#cx)

Posted by Tom Smith on Wed, Mar, 26, 2014 @ 10:03 AM

customer service drives customer experience







Thanks to Invesp (#invesp) for the following statistics.


Poor customer service almost guarantees that your customer will not be giving you additional business.


Helping customers is critical if you want to deliver the type of experience that positively engages your customers and creates a mutually-beneficial, long-term relationship.


10 takeaways:


  1. 83% of online shoppers need support to complete a purchase.

  2. 89% of consumers have stopped shopping at online stores after experiencing poor customer service.

  3. It cost seven times more to attract a new customer than to retain an existing customer, yet marketing budgets tend to be allocated in just the opposite proportion.

  4. 31% of online customers expect to be helped immediately; 40% within five minutes; 11% within 30 minutes; 5% within an hour; and, 10% within a day. How quickly do you help your customers?

  5. Consumers are two times more likely to share their bad customer service experience than they are to talk about positive experiences.

  6. It takes 12 positive customer experiences to make up for one negative experience.

  7. The top elements of a great customer experience are: quick issue resolution (82%); issue resolution in a single interaction (56%); friendly CSRs (45%); follow-up by the same service rep (37%); ability to save a copy of the interaction (28%); post-enquiry follow-up (27%); custom offers and discounts after resolution (27%); ability to proceed with other things while the issue is resolved (21%); issue resolution without speaking to a rep (17%); a personalized experience (17%); and, access to help via social media sites (4%).

  8. 55% of customers will pay more for a better customer experience.

  9. A customer is four times more likely to buy from a competitor after experiencing a service-related issue as opposed to a price or product-related issue.

  10. A 10% increase in customer retention results in a 30% increase in perceived company value. 


The top customer support channels customers would like to see are:


  1. Telephone number = 61%

  2. Customer support email address = 60%

  3. Live chat = 57%

  4. FAQ section = 51%

  5. Click to call = 34%

  6. Online customer forums = 17%

  7. Help videos = 12%

  8. Video chat = 7%

  9. None of the above = 16%


Customers are becoming more comfortable helping themselves; however, you must make the information easy to find of they'll need help from a CSR.


How are you improving customer service to improve the customer experience?


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Tags: customer experience, customer satisfaction, improve customer experience to accelerate sales, be responsive, customer retention, customer service