Fueling Global Connectivity
Starting in 2000, the number of Internet users has increased from 738 million to 3.2 billion in 2015.
Penetration % of Global Population
The United States, Germany, France, U.K. and Canada , are the countries with the highest penetration: over 80% of the population has an internet connection.
Sources: International Telecommunication Union (ITU), Internet Users Data, World Bank Group
The rise of the citizen review site is a sobering development. No longer are you on top of the mountain, blasting your marketing message down to the masses through your megaphone. All of a sudden, the masses are conversing with one another. If your service or product isn’t any good, they’ll out you.
The Cost of Bad Customer Service
Losing even a single customer can be very costly, but investing in larger customer services to manage current unhappy customers is also a drain.
Customers apply value against how they feel they are being treated.
The number of positive experiences it takes to make up for a single negative experience.
Americans tell an average of 9 people about good experiences, and tell almost twice as many about poor experiences.
This is a percentage of customers who will not willing do business with you again.
Over 1 million people view tweets about customer service every week.
Americans are to willing to spend more with companies they believe provide excellent customer service.
Monitor your brand’s mentions on social media channels so you can respond to customer complaints before they escalate. It’s an opportunity to wow them!
Utility’s relationship with it’s customers hinges upon a few key moments, and it’s the quality of that communication — not quantity — that matters.
Most customers think about their energy provider for just a few minutes each year, and everyone is looking for ways to break through their supposed indifference,” said Timur Hicyilmaz, Director of Consumer Insights at Opower. “But if you listen to customers it’s clear the solution lies not in telling them about great service provided or creating new reasons to contact them, but by selectively enriching the customer experience during existing moments that are most important to them.
It's About Trust
In a period of disruptions and energy transformation, trust becomes even more significant to address issues of safety, reliability, and connectivity, and in a media-saturated world, customers gravitate towards brands they can trust for value, quality and ideal experience.
It’s never too late for trust, all it takes is a willingness to become trusted.
Let's make you more social, because being human is good business.
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