800response Infoline – April 2012: Customer Satisfaction Stats
April 9, 2012
Today, businesses are using the telephone and speech analytics technology to improve the experience they deliver to their customers.
Here are several Customer Experience Statistics to keep in mind throughout 2012.
US consumers prefer to resolve their customers’ service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%). Source: American Express 2011 Global Customer Service Barometer
Only 37% of brands received good or excellent customer experience index scores this year. 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers. Source: Forrester’s Customer Experience Index, 2012
Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases. Source: Parature Customer Service Blog
89% of consumers began doing business with a competitor following a poor customer experience. Source: RightNow Customer Experience Impact Report 2011
86% of consumers will pay more for a better customer experience. Source: RightNow Customer Experience Impact Report 2011
Only 26% of companies have a well-developed strategy in place for improving customer experience. Source: Econsultancy MultiChannel Customer Experience Report
To learn more about CallFinder speech analytics and how this technology will benefit your business and help improve customer satisfaction levels, call an Account Manager at 1-800-NEW-SALE, or contact the sales team. CallFinder® is available for any business, you do not need to activate a Custom 800® number in order to sign on for this service.
“As a result of the radio campaign, each center now receives more incoming calls because the 1-800-NEW-TOESnumber and the matching co-op company name are so easy to remember.”Read the Full 1-800-NEW-TOES Story!
“We saw a significant increase in call traffic once we started
advertising with1-800-NEW-RIDEand1-800-NEXT-CAR– at least a 30%
increase, maybe more.”Read the Full 1-800-NEW-RIDE Story!
Podiatry CentersWest Coast
Auto DealerEast Coast
Calculate Expected ROI When You Advertise With a Vanity 800 Number
It’s simple math…a Custom 800 number will add revenue to your business’s bottom line.Use this helpful calculator to see with your own eyes. www.800response.com/roi.You will instantly see how many more calls and sales a Custom toll-free 800 number will bring!We know from our customers’ feedback that the payback far exceeds the monthly cost. Run the numbers and then call 1-800-NEW-SALE to speak with an Account Manager and get a quote.
A window replacement company was installing 800 windows on a monthly basis. As a result of new advertising efforts they are now installing approximately 2,000windows per month.
General Manager – Window Installation Franchisee
Challenge: Increase number of window installations over previous year.
Advertise with TV, direct mail and newspaper – feature a memorable phone number.
Since featuring a vanity 800 number in their ads, the window installation franchise is set to be the #5 store out of 150 total company locations – up from #36. “The 1-800-NEXT-WINDOW number has made a huge difference in our business – doubling our monthly installations and catapulting us into the top ten performing locations,” says the General Manager.
He is happy he had the foresight to secure the Custom 800 number in his market. “Our vanity number sets us apart from our competitors. When we answer the phone, callers ask “Are you the 1-800-NEXT-WINDOW people?” The number is now associated with our brand. We use it in all of our advertising, and it’s reassuring to know that people easily remember how to get in touch with us to make an appointment.”
Before activating the number all of his staff, except for one receptionist, would take lunch at the same time. Calls were flooding in during this peak time and dozens were being missed – meaning missed sales opportunities. After consulting the tracking reports, the GM adjusted his staffing plans and now they are sure to have plenty of employees on hand to answer the phones and schedule appointments.
“The tracking reports are incredible,” he says. “Now that we know our peak times are
during the lunch hours, we are fully staffed to cover our busiest time of day. As
a result of the staffing changes, we are taking more calls and scheduling more
This knowledge and analytical data has helped the GM realign his marketing mix, as well as his staffing schedules. And, this powerful information has enabled him to double his business – and that is exciting!
The 800response team is dedicated to helping you make
your business more successful. You’ll find marketing strategies and suggestions on our website, plus examples of how other advertisers across the country have put Custom 800 numbers to work for them. When your marketing dollars are on the line, 800response can help you help you bring in more leads, capture more sales, and deliver outstanding results time after time.
Don’t forget to check out the latest articles, success
stories, advertising tips and news at the Toll-free Vanity Zone – www.800response.com/blog/.
Your comments and contributions on the subjects covered, like advertising response rates, how to improve ROI of advertising campaigns, and making advertising dollars work best, would be greatly appreciated.