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:
– 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
Customer Service and Online Reviews is the New Local Marketing.
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