Posts Tagged ‘Customer Service’
Brand Response Rates On Twitter, Q2 2012-Q1 2013 [CHART]
The average response rate grew 6% points quarter-over-quarter to 38%, after only improving by 4% points in the preceding 6 months.
Read MoreUK Customer Service & Loyalty, May 2013 [TABLE]
56% of UK consumers say they would never use a company again if faced with a negative customer service experience.
Read MoreFacebook Brand Response Rates, Q2 2012-Q1 2013 [CHART]
Brands responded to 60% of questions posed to them on Facebook during Q1, up from 55% the previous quarter, and almost double the 30% from Q2 2012.
Read MoreHow People Shared Their Customer Service Experiences, 2013 [CHART]
Customers were more likely to share bad customer service experiences than good ones, no matter what communication channel they used.
Read MorePositive & Negative Customer Service Factors, 2013 [TABLE]
Among those who said they had had a positive customer service experience, more said it was because they received a quick resolution to their problem, rather than a desirable outcome.
Read MoreLong-Term Impact Of Customer Experience, April 2013 [CHART]
39% of respondents who had a bad experience with a company said their behavior was impacted for at least 2 years after the negative experience.
Read MoreElements Of Brand Loyalty, April 2013 [TABLE]
Better make that first impression a good one. 56% of consumers believe that the first purchase or beginning of service is the deciding moment in establishing brand loyalty.
Read MoreWho People Share Customer Service Stories With, April 2013 [CHART]
62% of B2B and 42% of B2C customers purchased more after a good experience, while 66% and 52% respectively stopped making purchases after a bad experience.
Read MoreImpact Of Data On Marketers' Operations, Q1 2013 [TABLE]
52% of marketers said data had a positive impact on identifying new business leads.
Read MoreTypes Of Data Marketers Would Like To Add To Customer Profiles, Q1 2013 [CHART]
71% of marketers were interested in adding predictive analytics around the lifetime value of customers to their customer data profile.
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