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Customer Experience Statistics - Fenero - ContactCenterWorld.com Blog

Customer Experience Statistics

Customer Experience Statistics

You might find it interesting that it is projected by 2020 that customer experience will be the most heralded competitive differentiator for businesses, beyond products and services.

Below are interesting statistics to help you optimize your customer experience and increase customer retention.

 

  • 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (LivePerson)

 

  • Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%.
    (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy)

 

  • 62% of organizations view customer experience provided through contact centers as a competitive differentiator. (Deloitte: Contact Center Survey)

 

  • 51% of companies increased the staffing of their centralized customer experience team. (Temkin Group)

 

  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report)

 

  • 70% of customers will do business with you again if you resolve their complaints. (Ruby Newell-Legner)

 

  • 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience. (Parature State of Multichannel Customer Service Survey)

 

  • 92% of companies surveyed reported a decline in customer satisfaction; consumers were most disappointed by inconsistent service.  (Salesforce.com)

 

  • The probability of selling to an existing customer is 60-70% while it falls to just 5-20% for new prospects. (Forbes)

 

  • Commerce spending for repeat customers is on average 105% higher than for new customers. (McKinsey)

 

Photo Credit: https://johnaduerk.net

Article Provided by SCC Services Group

Since 2000, SCC Services Group has been successfully providing services to the Automotive, Banking, Financial Services, Travel, Telecommunication and Retail Call Center organizations. This depth of experience is  complemented by our commitment to service excellence, a healthy corporate culture, and a highly skilled team. If you are interested in learning more about SCC Services Group consulting or business services offerings and how we can assist your organization improve its overall performance please send an email to: info@sccservicesgroup.com.

Source: http://www.fenero.com/customer-experience-statistics/

Publish Date: July 5, 2016 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 



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Recent Blog Posts:
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Press Release: Fenero Announces WebPhone Launch, Enabling Real-Time Contact Center Connections In The CloudJuly 19, 2016 5:00 AM
Getting Your Team in the ZoneJuly 12, 2016 5:00 AM
Customer Experience StatisticsJuly 5, 2016 5:00 AM
Hiring the Right TalentDecember 5, 2015 5:00 AM
Fenero Awarded 2015 Communications Solutions Product of the Year AwardAugust 24, 2015 5:00 AM
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