Customer experience is essential to any brand or company.
I’ve collected several compelling customer statistics and trends.
By the end of my article, you’ll realize why your business must prioritize the customer experience.
Table of Contents
What Is Customer Experience?
The customer experience (CX) means the customer’s perceptions and impressions after interacting with your brand and its products or services.
It involves the entire lifetime of your customer’s relationship with your brand, from visiting your website or social media page to making a repeat purchase.
You can provide a positive customer experience by meeting (or exceeding) specific customer expectations.
Here are some customer expectations.
- Your brand should offer high-quality products or services.
- Your brand should have an easy-to-navigate and user-friendly website.
- Your brand should provide efficient and friendly customer service.
Customer Service vs. Customer Experience
Customer service is just one aspect of the customer journey.
The customer experience encompasses all of a customer’s interactions with your brand.
When there’s a negative customer experience, the assistance your brand provides is customer service.
Customer Experience Statistics
Here are some exciting customer experience statistics.
73% Of Customers Say Customer Experience Influences Buying Decisions.
The quality of the customer experience influences most buyers’ decisions. Only 6% of customers think the customer experience won’t affect their purchases.
42% Of Customers Will Pay More for a Nice, Welcoming Experience.
On average, customers say they pay 16% more for coffee or 14% more for a hotel stay after a positive experience. Most customers will spend 13 to 18% extra when given a good customer experience.
89% Of Companies Distinguish Themselves by Client Experience.
Two-thirds of experienced marketers believe customer experience is their company’s most significant advantage.
Meanwhile, 81% of companies think customer experience will be their competitive edge in two years.
Satisfied Customers Will Tell at Least 6 Others About Their Positive Experience.
Suppose you had 100 customers and 72 had a good customer experience. They would tell 432 other people.
The Value of Customer Experience
Customers are more critical than ever.
A single disappointed customer will talk about their bad experience to 17 to 27 individuals, which can result in significant customer and revenue loss for companies.
Customers Value Positive Customer Experiences and Customization Most.
74% of customers will buy a product based on good customer experience, and 80% will buy from companies offering personalized experiences.
Companies That Focus on Customer Experience Can Earn 80% More.
Customer experience data indicates 60% of marketers are worried that their organization has a customer experience disadvantage.
Meanwhile, many businesses think they are making sufficient efforts to achieve an 80% increase in revenue.
Companies That Focus on Customer Experience Outperform Their Competitors by 4 to 8%.
Customers are willing to pay up to 18% more for goods if they have a good customer experience.
Companies That Emphasize Customer Experience Have More Engaged Employees.
79% of employees working for businesses with good customer service ratings are moderately engaged or very engaged in their jobs.
Companies That Focus on Customer Experience Increase Profits by 60%.
Loyal customers are five times more likely to become repeat customers and four times more inclined to promote the brand to others.
66% Of Customers Say They Want To Do Business With Companies That Understand Them.
Many businesses need help understanding their customers’ wants, a make-or-break metric for most brands.
According to a Salesforce poll, 66% of customers had high expectations that companies would meet their requirements.
Furthermore, 82% of shoppers anticipate that stores will cater to their needs and preferences.
To provide a positive customer experience, your brand must be customer-centric and satisfy customer expectations.
Customers’ Spending Power Is Proportional to Their Confidence in Receiving a Superior Customer Experience.
According to a study, one in four customers would pay up to 10% more if they knew the service was excellent.
Customer-Centric Companies Earn 60% More Revenue.
There’s a financial benefit to attracting customers through excellent customer service.
For instance, if your brand received positive customer feedback from online review sites, highlight these reviews to attract potential customers.
Use reviews to foster customer loyalty.
If your customer had a poor experience, you could send a customer satisfaction questionnaire to determine the problem areas.
After gathering data, your team can contact customers and provide resolutions. Doing so allows you to correct the problem and prevent customer churn.
Business Leaders Believe Happy Employees Are More Productive and Loyal.
According to an Indeed poll of 1,073 corporate executives, 87% agreed that encouraging employee happiness gives their company a competitive advantage.
96% said encouraging happiness made it easier to retain talented employees.
However, only 19% of companies have made employee happiness a central part of the working environment.
Executives are responsible for setting the company’s long-term strategies and making critical decisions. However, they rarely engage with customers or participate in customer feedback sessions.
Employees with regular customer contact, such as customer service agents, are valuable sources for learning about the entire customer journey and experience.
Top-level management should actively seek their opinions whenever trying to find ways to enhance customers’ and employees’ experience.
Customer Experience Trends
Chatbots are Gaining Popularity.
Managing an influx of customer calls, messages, and emails is a significant challenge for rapidly expanding businesses.
Thankfully, a chatbot helps alleviate a bit of the burden.
Although chatbots can’t replace human agents, they can help customers and businesses save time by providing instant answers to frequently asked questions (FAQs).
Here are some customer experience statistics on chatbots.
- Less than half (48%) of users are happy interacting with chatbots.
- 71% of customers are open to using a bot if it helps to improve the customer experience.
- 71% anticipate that brands will provide support via instant messaging.
Using chatbots to improve customer service is a wise investment.
Acknowledging customers by name and wishing them a happy birthday through email are excellent personalization tactics, but customers expect more.
Customers now anticipate customized service from brands across multiple touchpoints. They want companies to understand who they are, what matters to them, and why they buy from specific brands.
70% of customers are inclined to purchase from businesses that understand them and their preferences, making personalized customer experiences a worthy investment.
Over 80% of shoppers believe stores should cater to their particular needs and preferences.
Interactions Across All Channels
76% of companies are boosting spending on numerous customer service avenues.
Unified omnichannel experiences will be a key customer experience trend in 2022 and beyond because customers want various ways and channels to reach brands.
Protecting Customers’ Information
Customers want personalized experiences, but they also want companies to protect their data.
They want to believe that you store their personal information securely and guarantee its security at all times.
Prioritize maintaining high data security standards for customers.
Here are statistics showing the significance of data security for businesses.
- Cisco discovered many firms doubled their spending on privacy in 2020.
- According to Zendesk, one in five customers prefer that businesses have as limited access to their info as possible. However, Zendesk also found that customers are willing to share information when they know how companies store their details.
- 79% of customers believe companies cannot protect their information.
- 63% of customers said they would have a more favorable impression of a brand if they knew how the company planned to use customer information.
- 71% of customers would stop doing business with a company that used customer information without consent.
Implement strict data privacy and protection procedures to demonstrate your brand’s dedication to providing a secure environment for customers.
Gaining your customers’ trust enhances customer satisfaction.
Investing in Customer Loyalty
Repeat business will come from clients already familiar with your brand.
Loyal customers account for only 20% of your clientele, but they generate 80% of your revenue.
Existing customers have a 31% higher average spending than new customers.
Repeat customers are 50% more likely to try a new product or service. They are also more likely to engage in positive word-of-mouth marketing and refer other potential clients.
Emphasize loyalty programs to show appreciation to loyal customers and encourage them to continue buying from the business.
According to data, 68% of repeat customers would join your loyalty program if you offered one.
Loyalty programs allow you to drive customer satisfaction and build long-term relationships with your clients.
How Does Customer Experience Impact Your Brand?
It can influence a customer’s opinion of a whole business, making them feel as if they are shopping at a location that appreciates them and wants to contribute to their happiness and delight.
Most significantly, it can have an immediate influence on sales. How you treat clients when they enter your store or interact with you online can influence their likelihood of purchasing from you in the future.
It all boils down to reputation management, as with many things in business. If someone has a positive experience with your firm, they are more likely to tell their friends and family about it, which leads to positive word-of-mouth advertising and better sales growth.
If a customer has a bad experience with your company, they are likelier to tell others, which hurts growth.
Customer Experience Report
According to a customer experience report, there’s been a rise in the number of digital and self-service choices available to customers seeking assistance.
Customers appreciate the availability of support staff and the various options for resolving issues quickly.
Technology and self-service channels remain the primary reasons for contacting a business, but customers also want to interact with a person.
28% of respondents preferred to speak with a representative when calling a company’s customer care line.
Customer experience data shows 72% of written self-service content is helpful, while 36% prefer live chat or video support.
Most customers are happy with their self-service experiences, but businesses can do more to win over customers who don’t like self-service platforms.
If there are problems with the technology, processes, or options, customers will have a negative experience and feel unhappy with the business.
Google was the first search engine, but there are other ways for people to find information.
A study found that 15% of searches began on a search engine, and organic search results from Facebook, Amazon, and Google were at the top.
Meanwhile, 6 out of 10 online searches go straight to a site.
PWC analysis shows a substantial gap between businesses’ expectations and customers’ desires for intelligent self-service.
36% of customers want to interact with companies more creatively, but only 11% of businesses think they’ve already met this need.
Customers want to communicate with businesses through chat more than any other digital communication channel, so companies must prioritize it.
52% of people use chat or instant messaging, but only 31% of companies offer it.
Customers prefer instant messaging because it allows them to communicate with brands on their terms without waiting for an answer.
Chat or instant messaging lets businesses provide an experience tailored to each customer.
With the advent of conversational commerce, brands must create new ways to communicate with customers via messaging platforms.
The Importance of Customer Experience for Your Business
Here’s why providing a positive customer experience is essential for your business.
It Increases Customer Retention and Builds Brand Loyalty.
52% of customers say they will go to great lengths to purchase an item from a brand they loyally support.
Businesses need to recognize the value of providing a streamlined, satisfying customer experience or risk losing ground to their rivals.
It Improves Brand Reputation.
50% of customers say they would move to a competitor after only one unpleasant encounter.
Meanwhile, 80% say they would find alternatives if multiple negative experiences occurred.
Poor customer experience can significantly impact a brand’s reputation.
If a customer dislikes a product or how a brand engages, buying from an alternative brand is a simple solution.
It Gives Most Companies a Competitive Advantage.
A positive customer experience gives businesses a competitive advantage.
If customers have problems and cannot contact customer service, they will become frustrated, consider it a negative experience, and go elsewhere.
Brands that deliver positive experiences set the standard for other businesses.
Many companies recognize that customer experience is the surest way to differentiate themselves in a crowded marketplace. You need more than a good product and fair prices to win repeat business. You’ll have to set yourself apart with a personalized experience.
What Is a Good Customer Experience?
An excellent customer experience makes it easy for customers to accomplish their desired results using your product or service.
A satisfactory customer experience could involve the following elements.
- Sincere marketing and advertising campaigns
- Preemptive messaging regarding identified problems
- Honest sales and pricing practices
- Live customer support with minimal wait times
The goal of a good customer experience is delivering a consistent experience, which requires the efforts of all teams working together.
The challenge is that people see customer interactions with your company as a single thread, leading to complications for departments that don’t work together.
Sales representatives should have easy access to customer information, such as a customer’s shopping cart or automated email promotions, even though the marketing department is responsible for such customer data.
The Bottom Line
I hope the statistics in this guide helped you realize the importance of the entire customer experience management for your business.
Use the information you learned to improve customer experience and prevent customer churn.
You can further enhance your business by learning conversion rate optimization (CRO) statistics and why CRO is essential.