Annual spending increases on average 2.4X in customers who rate their experience a 10 when compared to customers who rate their experience a 1-3, on a scale of 1-10.

Members who rate their experience between 1-6 have an average future membership length of 1-4 years, compared to 6-7 years at a ratingof 9 or 10. Annual retention rate of members is 42% at a rating of 1 and 70% at a rating of 9 or 10.

is the average value of every lost business relationship in the U.S. per year.

is the estimated lost business each year as a direct result of poor expe-rience.

A wealth of feedback is presented to us every day from customers. The challenge is enabling our organizations to listen and respond to it.

T H AT ’ S W H AT S H E S A I DU S I N G C U S TO M E R F E E D B A C K TO T R A N S F O R M

YO U R B U S I N E S S . A R E YO U R E A L LY L I S T E N I N G ?

T H E V A L U E O F E X C E P T I O N A L C U S T O M E R E X P E R I E N C E 1

T H E C O S T O F P O O R C U S T O M E R E X P E R I E N C E 2 , 3

Fast and e�ective resolution

Seamless communication between departments

Proactive and personalized service

The ability to interact in their choice of channel

Lack of empowerment at frontline

Poor integration between channels

Unnecessary segmentation

Poorly designed customer-facing tools

(IVR, Self Support)

C O M M O N C A U S E S O F P O O R E X P E R I E N C E

W H A T D O C U S T O M E R S E X P E C T ?

R AT I N G

1 - 4 Y R S

$ 2 8 9$ 8 3 B I L L I O N

6 - 7 Y R S

Avg. future membership

length

Annual Retention Rate

Annual Retention

Rate

4 2 %

7 0 %

8 6 %

COMPANIES ONLY HEAR FROMof unhappy customers using traditional customer feedback channels.

5 1 %

4 %

IN A SUBSCRIPTION-BASED BUSINESS:

@ $ # & ! !

customer spending2.4X

T O L E A R N M O R E A B O U T U S I N G C U S T O M E R F E E D B A C K T O T R A N S F O R M Y O U R B U S I N E S S V I S I T : WWW.EGSCORP.COM

R E F E R E N C E S

1. From the webinar “The Value of Customer Experience, Quanti�ed” Featuring Peter Kriss, a customer experience research scientist at Medallia and a contributor to HBR.org. MARCH 12, 2015 2. From: The Cost of Bad Customer Experience https://blog.kissmetrics.com/customer-service/3. From: http://socialmouths.com/blog/2013/03/29/bad-customer-service/4. EGS Internal Research 2015

All trademarks, service marks, symbols, slogans or logos (collectively, “Marks”) appearing in the presentation or document are proprietary to Expert Global Solutions, Inc. or its a�liates and you should assume the Marks are registered.

IN A TRANSACTIONAL BUSINESS:

1

WILL ONLY GIVE YOU ONE CHANCE

WILL STOP DOING BUSINESS WITH YOUR COMPANY BECAUSE OF BAD SERVICE EXPERIENCES