CUSTOMER BY THE NUMBERS SATISFACTION ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 锐普PPT论坛chinakui： m448 搜集整理 TABLE OF CONTENTS What Drives Customer Satisfaction? About the Science The Zendesk Customer Satisfaction Index 3 Habits of Best-in-Class Companies 1 锐普PPT论坛chinakui： YESTERDAY Segregated by channel Disconnected from business Treated as a cost center Subpar consumer experience TODAY Interconnected channel support Closely tied to marketing/sales Treated as a revenue engine Critical to consumer experience NEW CUSTOMER SUPPORT 2 锐普PPT论坛chinakui： $338.5B Theamountbad customer service costsmajor countries aroundthe world annually SOURCE: GENESYS GLOBALSURVEY $289 Average valueof eachlost businessrelationshipinthe U.S. 82% Percentageof Americanswho saidthey stoppeddoing businesswith acompany because ofpoor customer service SATISFACTION COUNTS When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions. 3 锐普PPT论坛chinakui： m448 搜集整理 Zendesk’s Customer Satisfaction Index delivers a periodic measure of customer satisfaction by collecting data from more than 15,000 companies serving 65 million consumers across 137 countries. CUSTOMER SATISFACTION INDEX 4 锐普PPT论坛chinakui： 。。。以下略