This publication presents a set of statistics that underline the importance of great customer service. Enterprise Hive offers social business solutions that enable companies to implement customer service communities to better support their clients and partners.

1. Customer Service Statistics
Can your company afford poor customer service?
@enterprisehive
www.enterprisehive.com
2013
Enterprise Hive, LLC ©

2. Check out these customer service stats.
Then ask yourself…
“Can I afford to not level up my
customer service?”
www.enterprisehive.com
Enterprise Hive, LLC ©

3. Customer Service Stats & Facts
www.enterprisehive.com
Enterprise Hive, LLC ©

4. On average loyal customers are worth
10x's more than their first purchase.
Source: White House Office of Consumer Affairs
www.enterprisehive.com
Enterprise Hive, LLC ©

5. 89% of customers have stopped
doing business with a company
after experiencing poor customer service.
Source: Right Now Consumer Experience Impact Report
www.enterprisehive.com
Enterprise Hive, LLC ©

6. It's 6-7x's more expensive to acquire a new
customer than retain an existing customer.
www.enterprisehive.com
Enterprise Hive, LLC ©

7. News of Poor Customer Service Reaches Twice as
Many Ears as Praise For Good Customer Service.
www.enterprisehive.com
Enterprise Hive, LLC ©

8. It Takes 12 Positive Experiences to Make Up
for One Unresolved Negative Experience.
Understanding Customers” by Ruby Newell-Legner.
www.enterprisehive.com
Enterprise Hive, LLC ©

9. 91% of unhappy customers will not be
willing to do business with you again.
Source: Lee Resources
www.enterprisehive.com
Enterprise Hive, LLC ©

10. 8%
While most
companies claim
they provide
“superior”
customer service,
only 8% of people
agree with these
same companies.
Source: “Customer Service Hell” by Brad Tuttle, Time, 2011
www.enterprisehive.com
Enterprise Hive, LLC ©

11. 78% of consumers have
bailed on a transaction or
not made an intended
purchase because of poor
service experience.
Source: American Express Survey, 2011
www.enterprisehive.com
Enterprise Hive, LLC ©

12. 15% of customer base the average American business
loses annually from customer service experience.
www.enterprisehive.com
Enterprise Hive, LLC ©

13. Probability of selling to:
60-70%
An existing customer
5-20%
An new prospect
Source: Marketing Metrics
www.enterprisehive.com
Enterprise Hive, LLC ©

14. 3 in 5 Americans (59%) would try a new brand or
company for a better service experience.
Source: American Express Survey, 2011
www.enterprisehive.com
Enterprise Hive, LLC ©

15. A customer is 4 times more likely to buy from a
competitor if the problem is:
Vs.
Service related
Price or product related
Source: American Express Survey, 2011
www.enterprisehive.com
Enterprise Hive, LLC ©

16. Customer Churn is Attributed to the Poor
Quality of Customer Service
Source: American Express Survey, 2011
www.enterprisehive.com
Enterprise Hive, LLC ©

17. Organizations that can integrate
communities into customer
support can realize cost
reductions up to 50%
Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age"
www.enterprisehive.com
Enterprise Hive, LLC ©

18. Source: Gartner
www.enterprisehive.com
Enterprise Hive, LLC ©

19. HiveSocial for Customer Service™
SaaS
SaaS
Social business platform
Blog | Post | Comment | Wiki | Chat | Brand
Mobile
|
Activity Streams
|
File Repository
Award and Recognition
API
www.enterprisehive.com
Enterprise Hive, LLC ©

20. HiveSocial for Customer Service
Decrease support center costs
Increase brand loyalty
Recognize super fans
Deepen your customer relationships
Drive sales
www.enterprisehive.com
Enterprise Hive, LLC ©

21. For more information
Contact Sales
@enterprisehive
sales@enterprisehive.com
804.438.9393
www.enterprisehive.com