Customer experience expectations aren’t going anywhere. If anything, they only continue to increase as people highly scrutinize where they are spending their money. As an outsourced CX partner, we know the importance of prioritizing customer experience in your business strategy. However, if you need more information to help you and your team prioritize CX, we’ve compiled a variety of customer experience statistics.
General CX Statistics
47% of companies say data and analytics is a top investment priority. (CX Network)
38% of companies believe digital customer experience is a top focus for business growth. (CX Network)
33% of companies stated that customer loyalty and retention is a company and industry priority. (CX Network)
19% of companies believe employee experience should be a key effort, however 41% of industry leaders believe it should be a priority. (CX Network)
38% of companies struggle with building a customer-first culture and 45% say they struggle with integrating quality CX into their company culture and processes. (CX Network)
Demonstrating ROI on customer experience investments is another top challenge among 45% of companies. (CX Network)
31% haven’t figured out how to remove the silos in their customer experience and still have incomplete customer profiles and disconnected customer experiences. (CX Network)
Although we know CX is an essential priority, there are still 30% of companies that have competing priorities and can’t focus efforts on customer experience. (CX Network)
38% of respondents said that customer feedback insights never make it back to the relevant business units and 34% said it hardly happens. Only 1% said customer feedback always makes it back to the proper teams. (CX Network)
86% of customers are willing to pay more for a better customer experience. (Oracle)
60% of all consumers said they’d stop doing business with a brand if the service they received was not friendly. (PWC)
Increasing customer retention rates by 5% increases profits by 25% to 95%. (Harvard Business Review)
1 in 3 customers will leave a beloved brand after a single bad experience. (PWC)
$1.6T is lost every year in the U.S. because of poor customer service. (Accenture)
52% of consumers have switched providers in the past year due to poor customer service (banks, retailers, and cable and satellite television providers being the worst offenders). (Accenture)
About 45% of consumers say they are even willing to pay a higher price for goods and services if it ensures a better level of service. (Accenture)
Once a provider loses a customer, 68% of consumers will not go back and 83% report that if companies could provide customers with better live or in-person customer service, it would have impacted their decision to switch providers. (Accenture)
43% of all consumers would pay more for greater convenience; 42% would pay more for a friendly, welcoming experience. And, among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising. (PWC)
21% of Millennials are willing to spend more for great care, followed by men at 19%. (Business Insider)
Men typically tell twice as many people as women both about their poor experiences (21 compared to 10) and good ones (15 compared to 7). (Business Insider)
Mobile CX
52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. (SuperOffice)
84% of customer-centric companies are now focusing on the mobile customer experience. (SuperOffice)
Of the common complaints regarding mobile customer experience, 90% of users report incorrect display or navigation difficulties being their primary frustration. (SuperOffice)
75% of customers state that search results on mobile are not helpful. (SuperOffice)
If your company has a poorly designed mobile experience, 57% of customers wouldn’t recommend you to their colleagues, and 50% of them will stop visiting it, even if they enjoy your products. (NiceReply)
More than half of all internet traffic comes from mobile, but 90% of customers report that they have a bad experience if they try to engage a company’s customer experience team over mobile devices. (NiceReply)
Self Service
67% of customers prefer self-service over speaking to customer service representatives. (ZenDesk)
91% of customers would use an online knowledge base, if it were available and tailored to their needs. (ZenDesk)
These customer experience statistics make it easy to see why it’s essential to prioritize CX. Whether your goal is to retain more customers, grow your customer base, or simply to increase your bottom line, improving customer experience will help you get there. Plus, your customers will never be upset when they notice you putting in the extra effort for a better experience.
One key method to determining where in the customer journey you should focus on improving first is with a customer journey map. Since businesses, and even customer journeys within a business, are different, mapping out individual journeys for different customer personas is important to best understand the quality of your customer experience. Read our blog post on how to use a customer journey map or fill out the form below to download our free customer journey map template.
WANT TO IMPROVE YOUR CUSTOMER EXPERIENCE?
FILL OUT THE FORM BELOW TO RECEIVE A FREE CUSTOMER JOURNEY MAP TEMPLATE
ABOUT INCEPT
Incept is an outsourced call center service that brings true conversational marketing back to customer experience. Our team of customer service representatives and experts partner with your team to improve the outcome of customer interactions and satisfaction, promote and protect your brand, and accelerate growth.
We’ve worked with some of the largest brands in the world to develop CX campaigns with one main goal - strengthen relationships at every touch point. From inbound phone calls and technical support, to organic and paid social media campaigns, to live chat, Incept is one of the best call center outsourcing vendors to assist all your CX and lead generation needs.