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© 2013 The Corporate Executive Board Company. All Rights Reserved. CEB135329GD
Source: CEB’s Customer Effort Assessment and Annual Benchmarking Survey.1 The Infinite Dial 2013: Navigating Digital Platforms. Arbitron Inc. and Edison Research, April 2013.2 Quantifying the Invisible Audience in Social Networks. Stanford University HCI Group and Facebook Data Science, April 27–May 2, 2013.
Is Your Customer Service Strategy Hurting Your Brand?
This creates negative perception about your company with
The average person has 3031 Facebook friends and can reach 35%2 of them (106) with each post.
The average company receives around
negative things about your company after their call.
(or 81%) will say
In addition to the 2,430,000 people customers talk to directly, they can also reach another
They will tell at least 10 other people about their bad experiences.
It gets even worse if you factor in social media.
1,000,000
243,000
2,430,000
25,758,000
x106
According to CEB, 30% of customers report having to spend a high-level of effort to resolve their problem.
300,000
Imagine the impact this could have on your brand.
customer service calls a year.
more people.
through Facebook alone. That’s not even considering Twitter, Google+, LinkedIn or other social platforms.
+
So, during just one year, a total of
28,188,000people will have seen or heard bad things about your company.And, that’s assuming nothing else goes wrong…
x10
=
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