Customer experience is more important than advertising (Infographic)

Even if Don Draper himself fleshed out your latest ad campaign, nothing can replace the incredible value of providing customers with the best possible customer experience. Think about it, if you went the fanciest restaurant in town and everyone treated you poorly, would you go back?

With peer-to-peer reviews carrying even more weight thanks to the power of Facebook, Twitter, and the barrage of other social media channels rising in popularity at breakneck speed, it’s never been more important to invest in customer service. Because, hey, bad news travels fast. It’s one of the reasons why we recently introduced our Customer Satisfaction Ratings feature, so organizations have a proper tool for measuring how happy their customers are with their customer support (and taking the appropriate corrective actions ASAP when required).

Still unconvinced? The infographic below might change your mind:

Importance of Customer Experience

Image originally posted on Zengage, The Zendesk Blog

  • http://www.zendesk.com Tiffany, Zengage Editor

    Woops! Good question…and good catch. All fixed up now; we meant State Farm :)

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  • Jason Vance

    Who is Start Farm?

  • http://twitter.com/coconect Coconect

    Hey Tiffany (and Zendesk), tx for sharing the infographics! There’s some error in your codes though, the quotes in your code is incorrect (according to my CTO), so it won’t show after we pasted it in our blog. Here’s the right one. Hope it helps your readers :). Have a great weekend ahead! 
    Image originally posted on Zengage, The Zendesk Blog

  • http://twitter.com/JLWatsonConsult Jim Watson

    Hi Tiffany,

    Thanks for sharing these stats & images – they tell a story far better than words!

    As for your title, I couldn’t agree more.   Advertising is soooo much of an interruption. 

    Treat me well, and I’ll come back for more.
    Interrupt me,  and I’ll try to avoid you in the future.

    Best regards,

    Jim WatsonJL Watson Consultinghttp://bit.ly/efrxOg

  • http://www.zendesk.com Tiffany, Zengage Editor

    Thank you SO much for catching that! Try this: Image originally posted on Zengage, The Zendesk Blog Look Ok to you?

  • Pavlos Semertzidis

    This is SOO True! Good job Tiffany for the article and research you’ve made.

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  • http://twitter.com/TheTomFromYT Tom

    Couldn’t agree more!

  • Anonymous

    Love this.  My business is very small and hasn’t spent a lot on advertising, but I do everything I can to provide a good customer experience to each customer.  

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  • http://www.zendesk.com Tiffany, Zengage Editor

    And that goes a long, long way!

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  • http://twitter.com/stevenelarchive steven el

    the graphic illustration helps!

  • http://twitter.com/stevenelarchive steven el

    the graphic illustration helps!

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  • Dgadsden

    Well said Tiffany.  Working in Academia is very similar only we have different words.  Our is rentention.  Thanks for the eye-opener.

    Keep up the good work.

    Deria Gadsden
    Assistant Registrar
    Washington Adventist University

  • Dgadsden

    Well said Tiffany.  Working in Academia is very similar only we have different words.  Our is rentention.  Thanks for the eye-opener.

    Keep up the good work.

    Deria Gadsden
    Assistant Registrar
    Washington Adventist University

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  • http://twitter.com/brandconsultant Marcus Osborne

    Great graphics but it begs the question, if only 4% of Americans believe what they read in ads, why are American businesses spending US$400 billion on advertising?

    By the way I have used this image in my Blog and realised I haven’t given you a credit. I will rectify that now!

  • http://twitter.com/christocarroll Chris Carroll

    Awesome post.  The experience the client has after the transaction is whats most important.  People are about 70% of the way through their buying process before they end up connecting with a salesperson.  They are much more likely to find negative feedback before deciding than ever before.

  • http://www.zendesk.com/ Zengage Editor

    Hi Maiara… thanks for your comment and question! I did some digging around for the source material from this graphic (which, you may have noticed, we posted in 2011). It looks like the surveys on which this was based (from Satmetrix, Harris Interactive, and others) was of U.S. consumers.