Categorie: Home, AFSMI-NL
Report: What Happens After a Good or Bad Customer Experience ,by Temkingroup
An annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery.
To understand how good and bad experiences effect customer behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous six years. Here are some highlights:
•About 19% of the customers who interacted with Internet service providers and TV service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Spirit Airlines, and HSBC deliver bad experiences most frequently.
Really nice infographic with interesting data on the ROI of various customer experience investments. You can even download it as a poster to put on your wall. Great stuff! Infographic & explanation
