3 MIND CHANGING FACTS FOR RETAILERS - BHM & COMPANY | CONSULTANTS_FOR_DIGITAL_STRATEGIES
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Transcript of 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
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
CONSULTANTS FOR DIGITAL STRATEGIESBHM & COMPANY
A MEMBER OF BHM GROUPwww.bhmco.com
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
www.bhmco.comBHM GROUP COPYRIGHT ©2014
IT‘S ALL ABOUT YOUR REPUTATION
BEFORE:
1
BHM & COMPANY | BHM MEDIA SOLUTIONSwww.bhmco.comBHM GROUP COPYRIGHT ©2014 BHM & COMPANY | BHM MEDIA SOLUTIONS
CONSULTANTS FOR DIGITAL STRATEGIESBHM & COMPANY
A MEMBER OF BHM GROUPwww.bhmco.com
“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%
www.bhmco.comBHM GROUP COPYRIGHT ©2014
IT‘S ALL ABOUT THE FEELINGS
DURING:
2
BHM & COMPANY | BHM MEDIA SOLUTIONSwww.bhmco.comBHM GROUP COPYRIGHT ©2014 BHM & COMPANY | BHM MEDIA SOLUTIONS
CONSULTANTS FOR DIGITAL STRATEGIESBHM & COMPANY
A MEMBER OF BHM GROUPwww.bhmco.com
“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%
www.bhmco.comBHM GROUP COPYRIGHT ©2014
IT‘S ALL ABOUT SATISFACTION
AFTER:
3
BHM & COMPANY | BHM MEDIA SOLUTIONS
CONSULTANTS FOR DIGITAL STRATEGIESBHM & COMPANY
A MEMBER OF BHM GROUPwww.bhmco.com
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
www.bhmco.comBHM GROUP COPYRIGHT ©2014
WHY NOT SATISFY ALL YOUR CUSTOMERS?
BHM & COMPANY | BHM MEDIA SOLUTIONSwww.bhmco.comBHM GROUP COPYRIGHT ©2014 BHM & COMPANY | BHM MEDIA SOLUTIONS
www.bhmco.comBHM GROUP COPYRIGHT ©2014
WE PROVIDE YOU WITH THE TOOLS!
BHM & COMPANY | BHM MEDIA SOLUTIONSwww.bhmco.comBHM GROUP COPYRIGHT ©2014 BHM & COMPANY | BHM MEDIA SOLUTIONS
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