Numerology

October 8, 2014  by in Industry, Internet   

By: Sheila Long O'Mara

This month, the snippets are customer service related just by happenstance.  

 

66% 

• Percentage of consumers who changed brands or business due to bad customer service.

—Accenture Global, Consumer Pulse Survey November 2013

 

$1.5 TRILLION

• Total of global B2C e-commerce sales by year end

—EMarketer, February 2014

 

36% 

• Percentage of consumers are willing to share their current location with retailers via GPS

­­—IBM, January 2014

 

54%

• Percentage of New Yorkers consider it rude to text, tweet, e-mail or talk on a cellphone during a meal

—Zagat, October 2013

 

10x

• Loyal customers are worth up to 10 times as much as their original purchase

—White House Office of Consumer Affairs

 

12

• The number of positive experiences required to make up for 1 unresolved negative experience

—Ruby Newell-Legner

 

3 in 5 

• Ratio of Americans would try a new brand or company for a better service experience

—American Express Survey

 

75% 

• Percentage of consumers believe it takes too long to reach a live agent

—Harris Interactive

 

80% 

• Percentage of companies believe they deliver “superior” customer service

—Lee Resources

 

8% 

• Percentage of consumers think companies deliver “superior” customer service

—Lee Resources 

 

$24.50 

• E-commerce spending of new customers, compared to $52.50 for repeat customers

—McKinsey

 

2

• Consumers tell 2 times as many people about a negative experience than they tell about a positive experience

—American Express Survey

 

>1M

• More than 1 million people view tweets about customer service EVERY WEEK. About 80% of those tweets are critical

—Touch Agency

 

42% 

• Percentage of online shoppers contacted a retailer about an online purchase in the last 6 months

—Jupiter Research/Forrester Research

 

60-70%—the probability of selling to an existing customer

5-20%—the probability of selling to a new prospect

—Marketing Metrics

 

70% 

• Percentage of buying experiences are based on how the customer feels they are being treated

—McKinsey