- What's CEXy?
- Posts
- 13 NEW #CX & #EX Stats You Need To See 👀
13 NEW #CX & #EX Stats You Need To See 👀
⭐️ Save This Email For Future Reference 🤓
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 👀
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)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")Personalisation Drives Increased Revenue: Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.
(Trust Pilot)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)Online Brand Perception Is Critically Important To Small Businesses: 87% of consumers read online reviews for local businesses in 2020.
(Bright Local)Be Different - Respond To Your Customers Online: 79% of customers who share their complaints online see their complaints ignored.
(RightNow)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)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)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)Treat Every Interaction As An Opportunity To “WOW”: Feeling unappreciated is the #1 reason customers switch products and services.
(New Voice Media)Take Care Of Your Frontline Staff: The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.
(QATC)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)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)
Longer AHT = Lower FCR (Source: 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: