FurnitureCore
Search Twitter Facebook Digital HFBusiness Magazine Pinterest Google
Advertisement
Ad_EMarketPreview

Get the latest industry scoop

Subscribe
rss

Monthly Issue

From Home Furnishing Business

Numerology

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



Comments are closed.
HFB_All_Access
EMP
Performance Groups
HFB Designer Weekly
Facebook
LinkedIn