Acerca da experiência do cliente (parte II)

Parte I.

Alguns destes números são de se segurar à cadeira.

1. "Research shows that 55% of consumers are willing to pay more for a guaranteed good experience. Kolsky points out the word 'guaranteed', noting customers are no longer satisfied with just being promised a good experience.
2. 86% of consumers are willing to pay more for an upgraded experience. Air travel and hospitality are examples where upselling better experiences can generate incremental revenue and bolster customer loyalty.
3. 84% of consumers are frustrated when the agent does not have information.
4. Customer frustration leads to the following: 13% tell 15 or more people if they're unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
5. 67% of consumers site bad experiences as reason for churn. Kolsky researched and surveyed business leaders to find other critically important trends regarding customer experience including:
6. 50% of customer experience natural occurring churn every 5 years.
7. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference.
8. 91% of unhappy customers who are non-complainers simply leave.
9. It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
10. 65% of companies are able to successfully upsell or cross-sell to existing customers.
11. Only 12% of companies are able to successfully upsell or cross-sell to new customers.
12. 75% of brands do not know what engagement means - but are measuring "it""