咨询公司PPT模板.pdf

CUSTOCUSTOOMEROMER SATISFASATISFAACTIONACTION BYBY THETHE NNNUMBERSNUMBERS ZENDESK CUSTOMER SATISFAACTION INDEX, MARCH 2012 The Zendesk Custommer Satisfaction Inde WhatWhat DrivesDrives CustomCustommermer Satisfaction?Satisfaction? 3 Habits of Best-in-CClass Companies AboutAbout thethe ScienceScience YESTERDAYYESTERDAY TODAYTODAY SegregatedSegregated byby channelchannel InterconnectedInterconnected channelchannel supportsupport Disconnected from business Closely tied to marketing/sales Treated as a cost center Treated as a revenue enggine Subpar consumer experience Critical to consumer experience When it comes to customer seervice, satisfaction is what matters most. In fact, bad customeer service can cost you billions. $$338.5B 82% $$289 heamountbadheamountbad customercustomer serviceservice PercentageofPercentageof AmerAmerricanswhoricanswho saidtheysaidthey AverageAverage valueofvalueof eacheachlostlost ostsmajor countries aroundthe stoppeddoing businnesswith acompany businessrelationshipinthe U.S. world annually because ofpoor customer service ZendeskZendesk’ss CustomerCustomer SatisfactionSatisfaction IndeIndeexex deliversdelivers aa periodicperiodic measuremeasure ofof customer satisfaction by collecting datta from more than 15,000 companies serving 65 million consumeers across 137 countries. GLOBALGLOBAL BEBENCHMARKNCHMARK This gglobal Customer Satisfaction Index is GLOBAL the result of a simple questionquestion askedasked toto