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customer experience.” Defaqto Research How does that impact your pricing strategy? 11. “Customer churn is attributed to the poor quality of customer service. - Accenture Maximizing Customer Retention Report How can you ensure a consistently positive customer experience in your business? 12. “Forty-five percent of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly.” - Forrester How long does your business take to respond? 13. “Forty-two percent of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.” - Forrester
What shape are your back-end IT systems in? 14. “Customers who engage with companies on social media are more loyal and they spend up to 40 percent more with those customers than other customers.” - Bain and Co Is your social media strategy up to date? 15. “Australian businesses lose $720 per bad customer experience.” Ernst and Young How much is your business losing? 16. “Only 31 percent of organizations recognize and reward employees across the company for improving the customer experience.” Forrester Research Are you rewarding the right people in your business?
About the Author Peter Strohkorb is an international business consultant, a published author, a professional speaker and an Executive MBA guest lecturer at the Sydney Business School. pstrohkorb@eterstrohkorbconsulting.com