Uncover the power of customer experience with 37 compelling statistics for 2019. These figures will not only enlighten you about the current trends but also guide your strategies to enhance customer satisfaction and loyalty in your business.
Customer experience has become a top priority for businesses
A good customer experience means your customers spend more
- 86% of buyers are willing to pay more for a great customer experience
- 73% point to customer experience as an important factor in purchasing decisions
- 65% find a positive experience with a brand to be more influential than great advertising
- By the year 2020, customer experience will overtake price and product as the key brand differentiator
Customer experience is the new battlefield
62% of companies view customer experience delivered by contact centers as a competitive differentiator
- If you want your customers to stay loyal, you have to invest in the experience
- Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations
Self-service help will be the first choice
50% of customers think it is important to solve product or service issues themselves
The importance of multi-channel servicing will increase
Companies will interact with customers across multiple channels – online, offline, via social media, etc.
- The demand for an omni-channel customer experience will be increased by the need for near perfect execution, and the number of companies that invest in it will increase as well
Conclusion
To deliver an excellent customer experience, you have to know your customers better
- Create complete customer profiles that help you understand and measure your customers’ behaviors at every touch point across multiple channels
- Customers have more power and choice than ever before, and you are responsible for understanding and acknowledging their needs
Mobile customer experience is priority
A bad mobile experience can damage your brand and cause losses in business
- 52% of customers are less likely to engage with a company because of poor mobile experience
- 84% of companies claim to be customer-centric, but 90% of users have poor experiences on mobile
Customer frustration will lead to churn
If a customer is not satisfied, 13% of them will tell that experience with 15 or more people and share that they are unhappy.
- 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. The rest leave.
