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May 2010: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

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May 20, 2010 by Confero Inc.

In addition to the business intelligence we gather at our clients’ locations, we consistently review important customer service statistics that impact our clients’ various industries. Each month, we will share a few of these interesting statistics with Connector readers. Here are a few recent eye-opening stats:

Boomer women are making more online clothes purchases because they feel “ignored” in the retail store environment, according to a study conducted by VibrantNation.com, an online community for women over 50. “84 percent of respondents find sales people indifferent, inexperienced, invisible, or outright rude, while 32 percent perceive an age bias from younger sales associates who don’t pay attention to older consumers. Only 16 percent said that sales associates are well-trained and helpful.”

“84% of the (insurance) companies … in the study did not automatically acknowledge email queries. An amazing 28% of the companies did not even respond to email queries.” We learned this from eGain, the multichannel customer service and knowledge management software vendor, which recently measured customer service levels provided by the leading insurance companies.

Returnonbehaviormagazine.com revealed that 71% of business leaders believe that customer experience is the next corporate battleground (Shaw & Ivens).

J. Andrew Petersen, assistant marketing professor at UNC Kenan-Flagler, recently reported on product return behavior. He found that customers who return 10-15% of what they purchase are, on average, a company’s most valuable customer in the future.

Tagged: customer experience, confero, customer service, email customer service,