The Importance of Providing a Great Customer Experience [Infographic]
By Khalid Saleh+- Posted in Ecommerce, Infographics
Ecommerce sites all over the world are quickly realizing that a great customer experience is where the money’s at. Poor customer service negatively impacts a customer’s experience, as witnessed by 89% of eCommerce consumers. They quickly stopped buying at stores that offer poor customer service. Given the fact that it costs 6 to 7 times more to attract a new customer than to retain an old one, improving customer experience is all the more important. Check out our new infographic titled, “The Importance of Providing a Great Customer Experience ” to know more about this topic.
Infographic by- Invesp
To Publish this Image on your Blog or Website . Copy this code
Here’s what you’ll learn from our infographic:
- You will learn how easily reports of bad customer experience spreads, vis-à-vis good experiences.
- You’ll learn what constitutes good customer experience, and how to ensure it.
- You’ll learn how quickly the average busy customer expects support from your site.
- You’ll learn what kinds of support channels customers prefer to use
83% of online shoppers need support to complete a purchase
Customer’s expected wait time frame for customer support access
Time Frame %age Immediately 31% Within 5 minutes 40% Within 30 minutes 11% Within an hour 5% Within a day 10% Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.
It takes 12 positive customer experiences to make up for one negative experience.
Top Elements Of Great Customer Experience
Factor
%age
Quick issue resolution 82% Issue resolution within a single interaction 56% Friendly customer service representative 45% Follow up by the same service representative 37% Ability to save a copy of interaction with brand 28% Post-enquiry follow up 27% Custom offers and discounts after issue resolution 27% Ability to to get on other things whilst issue is resolved 21% Issue resolution without speaking to representative 17% A personalized experience 17% Access to help via social media sites 4% 55% of consumers would pay more for a better customer experience
A customer is 4 times more likely to buy from a competitor after experiencing a service-related issue, as opposed to a price or product-related issue.
A 10% increase in customer retention levels results in a 30% increase in perceived company value
Top Support Channels Customers Would Like To See
Customer support channels
%age
Telephone number 61% Customer support email 60% Live chat 57% FAQ section 51% Click-To-Call 34% Online customer forums 17% Help Videos 12% Video Chat 7% None of the above 16% 
Khalid Saleh
Khalid Saleh is CEO and co-founder of Invesp. He is the co-author of Amazon.com bestselling book: “Conversion Optimization: The Art and Science of Converting Visitors into Customers.”
Khalid is an in-demand speaker who has presented at such industry events as SMX, SES, PubCon, Emetrics, ACCM and DMA, among others.
Join 25,000+ Marketing Professionals
If you enjoyed this post, please consider subscribing to the Invesp blog feed to have future articles delivered to your feed reader. or,receive weekly updates by email:
Connect with us
Connect with us
External Engine Links
Conversion Optimization
The Art and Science of Converting Prospects to Customers
By Khalid Saleh and Ayat Shukairy
- The State of Local Digital Ad Spending – Statistics and Trends
- Understand The Magic of ‘Habit’
- Why Welcome Emails Are Important – Statistics and Trends [Infographic]
- The Reason CRO is FLAWed
- No Low Hanging Fruits Here: Reflections on Running Conversion Projects
- Using Persuasive Web Design to Increase Conversion Rates
- Websites X-Rayed Series: A Deep Dive Evaluation of 200 Top E-commerce Cart Pages
- The Importance of Referral Marketing – Statistics and Trends [Infographic]
- Calculating Sample Size For An AB Test
- Speaker Diaries: Inbound 2018