We're in a world of rising customer expectations, greater customer choice and increased transparency - what does thsi mean for your business?

1. customer service, customer
experience and customer
expectations
- 45 statistics and 5 ideas!

2. 1.
“83% of
business
leaders feel
that
customers are
the biggest
driver of
change”
source: uk fit for change report

3. 2.
“53% of businesses believe that
customer service has become more
important over the past 12 months!”
source: sage uk report

4. 3.
“66% of uk consumers believe customer
service has either stayed the same or
deteriorated over the past three years”
source: cognito

5. 4.
“only 3% believe it has improved a lot
and 22% a little”
source: cognito

6. 5.
“81% of customers would be willing to
pay more in order to receive superior
customer service”
source: oracle report: why customer satisfaction is no longer good enough

7. 6.
“only 29% of the
uk’s small
businesses believe
that customer
service is a key
differentiator”
source: epson business council report

8. 7.
“uk businesses lose 21 million customers a
year due to long queues!”
source: you gov

9. 8.
“59% of shoppers are not prepared to wait in
a queue”
source: you gov

10. 9.
“18% saying that they would go to an
alternative shop”
source: you gov

11. 10.
“32% of frustrated shoppers say they would
turn to online retailers!”
source: you gov

12. 11.
“90% of uk shoppers walk away without
buying something if they get bad
customer service!”
source: market force research

13. 12.
“41% of shoppers said the biggest frustration
is lack of interest in their needs”
source: market force research

14. 13. “59% of UK
shoppers want
more staff to
recommend
products and…
source: market force research

15. 14. “59% of UK
shoppers want
more staff to
recommend
products and…
80% want to be
taken to a product
when asking its
wherabouts”
source: market force research

16. “when asked how companies can
encourage them to spend more……”

17. 15.
“40% said improved customer
experience”
source: oracle report: why customer satisfaction is no longer good enough

18. 16.
“35% said provide quick access to information to
make it easier to answer questions”
source: oracle report: why customer satisfaction is no longer good enough

19. 17.
“57% of customers will wait 3 seconds or less
for a website to load before abandoning it”
source: "consumer response to travel site performance" study

20. 18.
“74% of customers leave if a website doesn’t
load on their smartphone in 5 seconds!”
source: fast company

21. 19.
“rude staff are the most common
reason for poor customer service by
over 50% of uk customers”
source: cognito

22. 20.
“17% said timeliness”
source: cognito

23. 21.
“19% said inability to solve customer
problems” source: cognito

24. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough

25. 22. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough
being transferred between staff

26. 23. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough
no response to email

27. 24. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough
length of time ‘on hold’

28. 25. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough
being unable to reach a human

29. 26. “the top 5 reasons that create a decrease
in customer loyalty are..”
source: oracle report: why customer satisfaction is no longer good enough
unkowledgeable staff

30. 27.
“71% of customers go online first whenever
they have a problem with a product”
source: ciboudle and thinkjar report

31. 28.
“49% of customers wanting help from a
company’s customer service team contact
them by email”source: rakutken’s play.com report

32. 29.
“and 43% pick up the phone!
source: rakutken’s play.com report

33. 30. “51% of people who make a complaint on
line expect a response…”
source: maritz research

34. 31. “….but 85% of those questioned have
never received one!”
source: maritz research

35. 32. “58% said they were ‘happy’ on receiving
a public response to their comments on
social media from a brand”
source: maritz research

36. 33. “and 27% said they were ‘delighted!”
source: maritz research

37. 34.
“46% of
customers
aged 24 and
below use
social media to
air their
grievances”
source: rakutken’s play.com report

38. 35.
“33% of them
say that
responses are
too slow”
source: rakutken’s play.com report

39. 36.
“91% of customers
don’t always
complain when they
receive poor
customer service with
over 40% of them
thinking it is not
worth complaining as
statistic 8...
companies simply
don’t care!”
source: report by rapide

40. 37.
“only 27% of
customers said they
either always or often
feedback when
they’ve had great
customer service!”
source: report by rapide

41. 38.
“81% of customers would be more
likely to give feedback if they knew
there would be an instant response”
source: report by rapide

42. “86% of customers are more likely to
39. purchase something following a good
customer experience”
source: temkin group 2012 report

43. “64% are unlikely to repurchase if they
40. are very dissatisfied with the customer
service interaction”
source: temkin group 2012 report

44. 41.
“48% of internet users told other people “all
the time” about a good customer service
experience with a company”
source: american express report

45. 42.
“78% of online
customers
recommend a
brand to friends
and other
contacts after a
great customer
experience”
source: clickfox

46. 43.
“and 68%
reported that
they spend more
money on the
company’s
items”
source: clickfox

47. 44.
“over 65% of uk bosses believe that
businesses can’t keep up with the pace of
change in today’s competitive markets”
source: fit to change report

48. 45.
“57% agree that an inability to respond
rapidly and effectively to change is one of the
most significant risks their business faces
today” source: fit to change report

49. so........
what are
you
going to
do?

50. consider
this….

51. i got this great
suggestion from jim
watson in portland,
maine when i posted the
stats on ‘customer think’:

52. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement Plan for 2013:
1. Read each Statistic, and think about how it applies to your own company.
2. Pick the top 4 Stats where your company can most improve.
3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.
4. Begin working on new Initiative each month, so that by the end of each Quarter, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine

53. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement Plan for 2013:
1. Read each Statistic, and think about how it applies to your own company.
2. Pick the top 4 Stats where your company can most improve.
3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.
4. Begin working on new Initiative each month, so that by the end of each Quarter, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine

54. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement Plan for 2013:
1. Read each Statistic, and think about how it applies to your own company.
2. Pick the top 4 Stats where your company can most improve.
3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.
4. Begin working on new Initiative each month, so that by the end of each Quarter, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine

55. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement Plan for 2013:
1. Read each Statistic, and think about how it applies to your own company.
2. Pick the top 4 Stats where your company can most improve.
3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.
4. Begin working on new Initiative each month, so that by the end of each Quarter, you've addressed
each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine

56. Andy, thanks for assembling this list...
There's some very powerful stuff here that any business leader can use to map out a Loyalty
Improvement Plan for 2013:
1. Read each Statistic, and think about how it applies to your own company.
2. Pick the top 4 Stats where your company can most improve.
3. Identify 3 specific initiatives that that will improve performance / satisfaction for each Stat.
4. Begin working on new Initiative each month, so that by the end of each Quarter, you've
addressed each Stat, and can begin working on the next.
If you've selected the right Stats for your business, by the end of 2013 you should see significant
improvements in Service, which will lead to significant improvements in loyalty.
Thanks again Andy, and Happy New Year!
Jim Watson
Portland, Maine

57. thanks jim!
check out his website:
http://www.jlwatsonconsulting

58. 5 simple
ideas from
me for you
to
consider….

59. 1.
be easy
to find,
‘deal
with’ and
‘buy
from’!

60. 2.
spot
‘disappointment’
and....

61. 3.
‘delight’
your
customers!
‘surprise’ them
with the level of
service you
provide!

62. 3.
‘delight’
your
customers!
‘surprise’ them
with the level of
service you
provide!
‘positively’ please!

63. 4.
do stuff
that gets
people
shouting
about
you to
others....

64. 4.
do stuff
that gets
people
shouting
about
you to
others....again, ‘good’ stuff please!

65. 5.
do these
things
consistently!

66. 5.
do these
things
consistently!
encourage, engage and empower your people!

67. “don’t just stand
there….. do
something!”
dick dastardly

68. take
action,
not
notes!

69. take
action,
not
notes!
thanks for your time!
andy hanselman

70. want some more.....?

71. download this free 44 page ebook!

72. tune in to...
Andy’s 3D Thoughts......
3 iDeas in 3 minutes in your
inbox every monday morning to
help you think in 3D!

73. andy hanselman is a recognised expert on business
competitiveness and customer service. he researches,
writes , speaks and consults on marketing, customer
service and business development issues to enable
leaders to revolutionise their business performance
(and has being doing so for over 20 years!)
you can find out more at:
www.andyhanselman.com
you can follow him at:
www.twitter.com/andyhanselman
you can email him at:
andy@andyhanselman.com
you can visit him at:
andy hanselman consulting, 99 parkway avenue, sheffield s9
4wg, uk