Information graphics have become a popular communication medium for a wide variety topics. While many of the most popular infographics focus on technological and social trends, there were several customer-centric illustrations this year that evoked important discussions and furthered the customer experience movement.
This post gathers seven of the most popular (and by popular, I mean most discussed) customer infographics from the past year. While the data and assumptions are questionable in some, there’s no doubt they all contributed to the customer service and experience landscape of 2010.
Click on the clipped graphics below to open a new window with the full image.
1. Customer Service Best Practices
This is from ClickFox’s customer experience analytics blog and represents the results from their Customer Service Best Practices Survey.
2. Online Retailers’ $44 Billion Customer Experience Problem
I posted this one here and it generated some great discussion from people I hold in high regard.
The infographic was originally posted by Fast Company, and was a result of a Tealeaf and Harris Interactive survey. While it led some people to erroneous conclusions, it also ignited conversations about the unacceptable issues we still encounter with online purchases.
It’s a cliché now…it costs x times more money to acquire a new customer than retain an existing one. While that argument is overused and often irrelevant, it does cause management to think about the lifetime value of a customer. This infographic, from Flowtown’s blog, focuses on customer acquisition, attrition, and the positive effect loyal customers have on a business.
5. Customer Service Statistics
This infographic is from All Things CRM and mainly visualizes call center statistics.
6. Fastest Ways to Lose Customers
As the title of this infographic from Get Satisfaction so clearly states, it’s all about customer attrition. It visualizes the reasons, associated costs, and marketers’ views of customer acquisition vs. retention.
7. The Evolution of Social CRM
This is another graphic from the Get Satisfaction blog that attempts to show the evolving social customer and how they should be managed. The original version of this infographic was hotly debated, and then Get Satisfaction revised it according to the feedback they received. A very commendable and “social” thing to do. Version 2 of the graphic is included here.
Was there an infographic you came across this year that should be included in this list?