Hey Everybody,

Apologies for being MIA recently. To make up for things, I’m going to send out 2 emails this week!

Whilst my bank account might be empty, I’m rich with #CX stats. Check out a few I’ve recently stumbled across below …

13 CX & EX Stats You Need To See 👀

1. The Value Of A Promoter: An NPS Promoter score (9-10) has a customer lifetime value that’s 600%-1400% higher than a Detractor (0-6).
   (Bain & Company)

   
   

2. Negative Impressions Hurt More Than Positive Ones: It takes 12 positive customer experiences to make up for one negative experience.
   (Ruby Newell-Legner’s "Understanding Customers")

   
   

3. Personalisation Drives Increased Revenue: Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.
   (Trust Pilot)

   
   

4. Customers Are Happy To Share Data If It Provides ROI: 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood.
   (Salesforce)

   
   

5. Online Brand Perception Is Critically Important To Small Businesses: 87% of consumers read online reviews for local businesses in 2020.
   (Bright Local) 

   
   

6. Be Different - Respond To Your Customers Online: 79% of customers who share their complaints online see their complaints ignored.
   (RightNow)

   
   

7. Figure Out How To Understand The Silent Majority: Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave.
   (Esteban Kolsky)

   
   

8. Reduce Call Centre Volumes By Fixing Digital Content: 28% of consumers say the most frustrating issue is information that is simple but hard to find.
   (Drift)

   
   

9. Most Customers Want To Self-Serve: 69% of consumers first try to resolve their issue independently, but less than one-third of companies offer self-service options such as a knowledge base.
   (Zendesk)

   
   

10. Treat Every Interaction As An Opportunity To “WOW”: Feeling unappreciated is the #1 reason customers switch products and services.
    (New Voice Media)

    
    

11. Take Care Of Your Frontline Staff: The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.
    (QATC)

    
    

12. No FCR, No Retention: Customer defections are more than 5x higher for unresolved calls than when First Call Resolution (FCR) is achieved. 95% of customers expressed intent to continue doing business when FCR was achieved, compared to 25% of customers when their issue took multiple contacts.
    (SQM)

13. Longer AHT = Lower FCR: First Call Resolution significantly declines the longer the call length. For AHT between 1-3 mins, FCR is 73%. For AHT >15 minutes, FCR is as low as 62%.
    (SQM)

Visual Of The Week 📸

This company did a phenomenal job in keeping me updated on my appointment, yet it forced me to switch channels when I wanted to reschedule the appointment 🤷‍♂️. In my mind, “omnichannel” should equate to bi-directional communication capabilities, across any channel:

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