3 MIND CHANGING FACTS FOR RETAILERS - BHM & COMPANY | CONSULTANTS_FOR_DIGITAL_STRATEGIES

www.bhmco.comBHM GROUP COPYRIGHT ©2014

BHM GROUPTHE CUSTOMER ENGAGEMENT COMPANY

WHY customer satisfaction is essential !to survive in the DIGITAL AGE

MIND-CHANGING FACTS FOR RETAILERS

BHM & COMPANY | BHM MEDIA SOLUTIONS

3

http://www.bhmgrp.com

CONSULTANTS FOR DIGITAL STRATEGIESBHM & COMPANY

A MEMBER OF BHM GROUPwww.bhmco.com

185,223 !WHY CUSTOMER SERVICE IS SO IMPORTANT

Source: BHM & COMPANY Knowledge Center, 2014

Average cost of Bad Customer Service

per company in Germany per year



BEFORE DURING AFTER

1 2 3

IT‘S ALL ABOUT THE CUSTOMER EXPERIENCE

Reputation Feelings Satisfaction

80% of customers still buy in a store> customer service is important along the whole customer journey


IT‘S ALL ABOUT YOUR REPUTATION

BEFORE:

1

BHM & COMPANY | BHM MEDIA SOLUTIONSwww.bhmco.comBHM GROUP COPYRIGHT ©2014 BHM & COMPANY | BHM MEDIA SOLUTIONS





“40% of shoppers would not buy in a store without seeking reviews

about it online first.

WHY REPUTATION IS SO IMPORTANT 1

“

Source: BHM & COMPANY Research in Cooperation with Nielson Company

40%


IT‘S ALL ABOUT THE FEELINGS

DURING:

2






“70% of buying experiences are based on how the customer feels

they are being treated.

IT‘S ALL ABOUT THE FEELINGS 2

“

Source: BHM & COMPANY Research, McKinsey

70%


IT‘S ALL ABOUT SATISFACTION

AFTER:

3

BHM & COMPANY | BHM MEDIA SOLUTIONS




News of bad customer experience reaches more than

twice as many ears as praise for a good service experience.

WHY SATISFACTION IS SO IMPORTANT 3

““

Source: BHM & COMPANY Research in Cooperation with White House Office of Consumer Affairs


WHY NOT SATISFY ALL YOUR CUSTOMERS?





WE PROVIDE YOU WITH THE TOOLS!


Register now to get iFeedback® for freewww.ifeedback.de/en/registration


http://www.ifeedback.de/en/registration




Retail

3 MIND CHANGING FACTS FOR RETAILERS - BHM & COMPANY | CONSULTANTS_FOR_DIGITAL_STRATEGIES