11 Facts Regarding Online Reviews, SEO, & Customer Psychology

1) 3 in 5 Americans (59%) are willing to try a new brand, company, or product for a better service experience – American Express Survey

2) In 2011, 7 in 10 Americans said they are willing to spend more $ with companies they believe provide excellent customer service – American Express Survey

3) 91% of unhappy customers will not be willingly to do business with you again. – Lee Resources

4) When businesses resolve any complaints in the customers favor, they will do business with you again 70% of the time – Lee Resources

5) Top two reasons for customer loss:

  1. Customers feel poorly treated
  2. Failure to solve a problem in a timely manner

Customer Experience Impact Report by Harris Interactive/Right Now, 2010

6) 58% of Americans perform online research about the products/services they are considering purchasing – Jim Jansen, Pew Research Centers Internet and American Life Project, 2010

7) 59% of consumers use Google every month to find a reputable, local business – Search Engine Watch

8) SEO leads have a 14.6% close rate – Outbound leads (direct mail/print adv) have a 1.7% close rate – Search Engine Journal

9) 70% of buying experiences are based on how the customer feels they are being treated – McKinsey

10) It takes 12 positive experiences to make up for one unresolved negative experience – Understanding Customers Study by Ruby Newell-Legner

11) By 2020, customer experience will overtake price and product as a key brand differentiator – Customers 2020 Report

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