Customer experience is something that can make or break a business. Regardless of how good your product is, regardless of how affordable you make it, if the customer doesn\u2019t enjoy their encounter with your brand, they\u2019re unlikely to stick around and become a loyal follower.<\/p>\n\n\n\n
With the number of companies growing each day, consumers have more choices than ever. This affords them the luxury of being picky. Our customer experience statistics demonstrate the importance of putting people first, because it\u2019s no longer enough to rely on the quality of your product.<\/p>\n\n\n\n
So, what can you really do to improve customer experience and beat your competitors? The stats we\u2019ve gathered can answer that question. Keep reading to find out how the latest trends can help your business thrive. In case you\u2019re in need of some quick answers, we\u2019ve provided an FAQ section at the end of the article.<\/p>\n\n\n\n
(Ruby Newell-Legner\u2019s \u201cUnderstanding Customers\u201d)<\/p>\n\n\n\n
This one stat perfectly encapsulates the importance of good CX. Customer retention is practically impossible without it, as people are more likely to remember negative experiences than positive ones. It takes a lot of time and effort to erase a past mistake, and once lost, a consumer\u2019s trust can be very difficult to regain.<\/p>\n\n\n\n
(Bain & Company)<\/p>\n\n\n\n
According to customer experience ROI statistics, customer retention is a key factor in increasing your profits. This specific stat was related to businesses in the financial sector, but any industry can benefit from the same principle.<\/p>\n\n\n\n
(Qualtrics)<\/p>\n\n\n\n
A single week is not a lot of time, and the customer is likely to grow more frustrated as each day goes by. The quicker you respond to queries, the easier it will be to retain loyal customers.<\/p>\n\n\n\n
(Business Wire)<\/p>\n\n\n\n
This customer service statistic further demonstrates how impatient consumers can be, and how easily they\u2019re prepared to turn away. A single bad experience could ruin your image in their eyes, especially if you don\u2019t respond and help them resolve it to their satisfaction. Investing in good customer service strategies can help you prevent this and keep your users happy.<\/p>\n\n\n\n
(Glance)<\/p>\n\n\n\n
CX statistics show that people dislike automated systems intensely. A robot can rarely provide a satisfying resolution to an angry customer. They give people the run-around, they\u2019re frustrating to listen to, and they have the tendency to completely dehumanize the contact between your company and the customer.<\/p>\n\n\n\n
(Relaci\u00f3n Cliente)<\/p>\n\n\n\n
According to the 2019 Global Customer Experience Benchmarking Report, most companies agree that CX is crucial for increasing revenue. However, these customer service facts also show that 55.8% of companies don\u2019t yet have a clearly defined strategy for improving customer experience. While firms seem to be aware that things need to change, they are still unsure how to tackle these problems effectively. Hopefully our next few sections will give you an insight.<\/p>\n\n\n\n
(Dimension Data)<\/p>\n\n\n\n
While 87.2% of organizations agree that CX helps achieve commercial success, not nearly enough companies actually customer experience experts to create effective strategies.<\/p>\n\n\n\n
(Dimension Data)<\/p>\n\n\n\n
When done right, CX can reduce costs, increase customer and employee satisfaction<\/a>, and improve the relationship between business and consumer. While customer experience research shows 62.4% of businesses want to improve their strategies, 37.6% still have no immediate plans to make such changes.<\/p>\n\n\n\n (Dimension Data)<\/p>\n\n\n\n A multichannel approach to providing customer satisfaction all across the board is generally a good strategy for improving CX. Whether they\u2019re shopping in a brick-and-mortar store, using their computer, or searching via their mobile phone, consumers should enjoy a smooth, effortless interaction with your business.<\/p>\n\n\n\n (Dimension Data)<\/p>\n\n\n\n Customer experience statistics indicate that while omnichannel connection trends are on the rise, very few companies have implemented this solution. System integration issues and inconsistencies with data formats are the biggest challenges. Companies need to keep configuring their data and sharing intelligence between channels to cater to all groups.<\/p>\n\n\n\n (Walker Info)<\/p>\n\n\n\n Brands have started doing more research into personalized customer experiences, and one of the top emerging trends is analyzing individual customer characteristics. The needs, challenges, and future direction of an individual consumer can provide a lot of insight into what they want to see from the brand.<\/p>\n\n\n\n (Walker Info)<\/p>\n\n\n\n Customer statistics from this Walker survey indicate that simple, user-friendly products and processes help keep customers satisfied. Introducing a smooth procedure that won\u2019t confuse your users while they make purchases and use your products is the key ingredient of success.<\/p>\n\n\n\n (Mercer)<\/p>\n\n\n\n Customer service is an important part of building a great experience for your user. As we\u2019ve mentioned before, consumers hate using automated phone services and they prefer communicating with a human being. Unfortunately, customer service workers still face poor working conditions and the industry generally has an extremely high turnover rate. The importance of customer service cannot be overstated, so businesses that want to provide a better experience for their consumers need to employ highly trained workers who can stand up to the challenge.<\/p>\n\n\n\n (Forrester)<\/p>\n\n\n\n Emails are quick, easy to write, and most customers prefer them to other digital channels. The use of mobile devices is on the rise, so most people access their email accounts via their phones. They expect quick, detailed responses, so companies that want to improve service need to take these customer experience statistics into account.<\/p>\n\n\n\n (Gallup)<\/p>\n\n\n\n Given that B2B marketing often lags behind B2C, this number isn\u2019t so surprising. It seems most customers have no emotional or psychological ties to the companies they deal with constantly, which points to a gaping flaw in marketing strategies. To fix this problem, one of the first things you should do is simplify your purchase process; make it as easy as possible for customers to get the product they need. The next step should be personalization. B2B customer experience statistics show that simply knowing who you\u2019re doing business with and what their role is can be a great help when building better relationships with your audience.<\/p>\n\n\n\n (Qualtrics)<\/p>\n\n\n\n Banks around the world have worked hard to improve their customer service, and this stat shows why. While most users seem perfectly satisfied with the ease of online transactions, this customer service study implies that going to a bank in person can be stressful. Banks understand this and are placing a bigger emphasis on customer service than ever before.<\/p>\n\n\n\n (Qualtrics)<\/p>\n\n\n\n More than half (also 56%) of departing users say their bank made no effort to keep them when they said they were leaving. However, a disgruntled user can often be turned into a satisfied customer with a little effort. Banking customer service statistics imply that simply talking to users and asking them whether anything could be fixed is a great way to establish more trust and repair the relationship. Making a phone call or sending an email are two ways you can start communicating again.<\/p>\n\n\n\n (Qualtrics)<\/p>\n\n\n\n The most common reason this happens is because they don\u2019t believe it will make any difference. Customer retention statistics<\/a> from above show that this is far from true\u2014you can keep your consumers as long as you establish open communication.<\/p>\n\n\n\n (Software Advice)<\/p>\n\n\n\n With so many mobile users<\/a> in the world today, it\u2019s no wonder consumers are relying on their favorite handheld devices to contact customer support.<\/p>\n\n\n\n (Think With Google)<\/p>\n\n\n\n Customer service stats indicate that one of the most common complaints among users is that pages load too slowly. In fact, according to Google, mobile users abandon pages 53% of the time if they take longer than three seconds to load. Laggy websites can decrease your site traffic severely, so if you don\u2019t want to keep losing leads you\u2019ll have to invest in mobile optimization.<\/p>\n\n\n\n (Software Advice)<\/p>\n\n\n\n Phone calls still take place, but other methods of communication are more frequent. Mobile customer experience stats tell us that live chat is one of the most popular options, as it enables users to resolve their problems quickly and easily. A lot of companies are investing resources into enabling 24\/7 live chat on their websites.<\/p>\n\n\n\n (Software Advice)<\/p>\n\n\n\n Despite the fact that most customer interactions happen on mobile devices these days, companies remain slow to adapt. Adaptability is important, and responsive web design is the key to making your customers happy. Statistics on customer service show that users want a fully optimized experience no matter what device they\u2019re using. If you haven\u2019t invested in better mobile design yet, now would be a great time to start.<\/p>\n\n\n\n (Think With Google)<\/p>\n\n\n\n Phones are important even during physical shopping for a large number of people. After all, we rarely part from our favorite devices. The best customer experience companies are aware of this fact and use it to their advantage. They know most consumers search for products online before going to check them out in a physical store, so they can enable a completely seamless experience for their audiences no matter where they are.<\/p>\n\n\n\n (Dimension Data)<\/p>\n\n\n\n There are almost 5 billion phone users in the world today. This number increases every day, and as such mobile experience is becoming more and more important. This is yet another stat that highlights the importance of customer experience across all channels and devices.<\/p>\n\n\n\n (Dimension Data)<\/p>\n\n\n\n Customers with strong brand loyalty are the main sources of consistent revenue for a lot of firms. Businesses agree that investing time and resources into making customers happy is the fastest way to become more successful.<\/p>\n\n\n\n (Help Scout)<\/p>\n\n\n\n Satisfied customers are ready to put their money where their mouth is. Customer service statistics<\/a> show that excellent service pays off because it builds trust with consumers and inspires them to make purchases more consistently.<\/p>\n\n\n\n (Salesforce)<\/p>\n\n\n\n Your consumers want to know they\u2019re important to you. If they feel like they are nothing more than statistical data, they\u2019re likely to take their business elsewhere. This is more of a challenge for large corporations because they have a harder time establishing genuine connections. If you want to form better relationships, pay attention to what your customers have to say.<\/p>\n\n\n\n (Zendesk)<\/p>\n\n\n\n Customer service statistics show that users tend to share their opinions with each other. On average, bad experiences leave a bigger impression, and disgruntled customers are more likely to tell their friends and leave scathing reviews. However, they\u2019re almost as willing to talk about positives. Both good and bad reviews can spread far, so be careful how you present yourself to your audience.<\/p>\n\n\n\n (Salesforce)<\/p>\n\n\n\n Consumers don\u2019t always use products and services the way you intend them to. Customer experience analysis shows you need to be ready to adjust things according to their expectations and have a greater understanding of why they use specific products in the way that suits them best.<\/p>\n\n\n\n (Salesforce)<\/p>\n\n\n\n Tracking customer purchase history is a great way to provide a more tailored experience and increase users\u2019 engagement. When you know exactly what your customers want and offer it to them through email campaigns and targeted advertising, you\u2019ll increase your chance of generating leads<\/a>.<\/p>\n\n\n\n (Temkin)<\/p>\n\n\n\n Customer satisfaction statistics show that consumers who are loyal tend to repay good service with more purchases and referrals. They are also likely to participate in UX tests and surveys. In short, these are the people who will keep generating more business for you.<\/p>\n\n\n\n (Oracle)<\/p>\n\n\n\n Most people have no trouble paying more if they get their money\u2019s worth. The product isn\u2019t the only thing they want when they enter a store\u2014they want to enjoy the whole experience. This is particularly true in the retail industry<\/a>, where shopping often takes on a form of ritual for a lot of customers.<\/p>\n\n\n\n (Oracle)<\/p>\n\n\n\n Customer service studies indicate that people are quick to abandon businesses if they feel slighted. They rarely wait around for long, so if you don\u2019t immediately fix your mistakes and repair the relationship, they\u2019ll turn to your competitors for better service.<\/p>\n\n\n\n (Business Wire)<\/p>\n\n\n\n Person-to-person care is an important aspect of positive customer experience. Employing competent, pleasant individuals to help customers is one of the easiest ways to impress them and ensure they remain loyal.<\/p>\n\n\n\n (Experience Matters)<\/p>\n\n\n\n Customer satisfaction statistics also indicate that only 13% of those who\u2019ve had a bad customer experience opt to purchase again from the same company. For the most part, customers expect you to meet most of their needs to earn their business, and disappointing them will inevitably drive them elsewhere.<\/p>\n\n\n\n (LinkedIn)<\/p>\n\n\n\n One of the main reasons customers never complain is because it takes too much effort, and in the end they don\u2019t believe it will change anything. You need to let your audience know you\u2019re willing to listen and change your ways if you want them to stick around.<\/p>\n\n\n\n (PwC)<\/p>\n\n\n\n Data protection is a very important part of customer experience. Consumers are reluctant to deal with companies that are vulnerable to cyber attacks because their own personal information could easily be endangered. Investing in good cyber security<\/a> is one way to show customers you\u2019re willing to protect their info.<\/p>\n\n\n\n (PwC)<\/p>\n\n\n\n The importance of customer relationship for your business is immense. Most consumers won\u2019t even think about doing business with you if they have concerns about your security practices. Being unable to protect your firm from hackers and keep all your data safe is a surefire way to put potential leads off.<\/p>\n\n\n\n (Shopify)<\/p>\n\n\n\n Adding an SSL certificate to your website could significantly reduce shopping cart abandonment rates and get people to go through with their purchases. People are less likely to buy from you if no security logs are present, or if you use logos that they don\u2019t recognize.<\/p>\n\n\n\n (Inc.)<\/p>\n\n\n\nDeveloping an omnichannel strategy was one of the three top trends for improving customer experience in 2017.<\/strong><\/h4>\n\n\n\n
Only 8.4% of companies have established connections between all their channels.<\/strong><\/h4>\n\n\n\n
62% of companies are investing in individual customer characteristics.<\/strong><\/h4>\n\n\n\n
58% of companies are investing in simplifying products and processes.<\/strong><\/h4>\n\n\n\n
Turnover for customer service employees is 27% annually, the highest in the business world.<\/strong><\/h4>\n\n\n\n
54% of users contacted customer service via email in the past year.<\/strong><\/h4>\n\n\n\n
29% of B2B customers are fully engaged with the companies they do business with.<\/strong><\/h4>\n\n\n\n
Banking and Customer Experience<\/h3>\n\n\n\n
Even though almost 70% of all banking takes place online, 71% of all customers who part ways with a bank do so because of an in-person problem.<\/strong><\/h4>\n\n\n\n
56% customers who are leaving their bank say the bank could change their mind.<\/strong><\/h4>\n\n\n\n
Three-quarters of customers who leave their bank won\u2019t tell the bank that they plan to go in advance.<\/strong><\/h4>\n\n\n\n
Customer Experience on Mobile Devices<\/h3>\n\n\n\n
63% percent of U.S. adults use mobile devices at least several times per month to seek customer support.<\/strong><\/h4>\n\n\n\n
People are 60% less likely to purchase from a brand after a negative mobile experience.<\/strong><\/h4>\n\n\n\n
42% of customers have contacted a business via live chat on a mobile device.<\/strong><\/h4>\n\n\n\n
90% of customers have had a negative experience trying to get support on a mobile device.<\/strong><\/h4>\n\n\n\n
78% of shoppers use smartphones during physical shopping.<\/strong><\/h4>\n\n\n\n
84% of companies that claim themselves to be customer-centric focus on users\u2019 mobile experience.<\/strong><\/h4>\n\n\n\n
Customer loyalty and expectations<\/h3>\n\n\n\n
87.2% of organisations agree that customer loyalty can relate directly to commercial success.<\/strong><\/h4>\n\n\n\n
Consumers are willing to spend 17% more with companies that deliver excellent service.<\/strong><\/h4>\n\n\n\n
84% of customers say they\u2019re more likely to stick with a brand that treats them like a person, not a number.<\/strong><\/h4>\n\n\n\n
95% of customers tell others about a bad experience, while 87% share good experiences.<\/strong><\/h4>\n\n\n\n
For 70% of customers, understanding how they choose to use your products and services is extremely important.<\/strong><\/h4>\n\n\n\n
59% of customers expect businesses to tailor their experience based on their past interactions.<\/strong><\/h4>\n\n\n\n
Customers who are loyal to a brand are seven times as likely to test an offering, five times as likely to buy from them again, and four times as likely to refer friends.<\/strong><\/h4>\n\n\n\n
86% of U.S. adults will pay more for a superior customer experience.<\/strong><\/h4>\n\n\n\n
89% of consumers take their business to a competitor after a negative customer experience.<\/strong><\/h4>\n\n\n\n
68% of consumers say a friendly customer service operative is a primary factor in positive service experiences, while 62% believe the staff member\u2019s knowledge and resourcefulness is crucial.<\/strong><\/h4>\n\n\n\n
86% of consumers who have an excellent customer experience are likely to repurchase from the same company.<\/strong><\/h4>\n\n\n\n
96% of disgruntled customers don\u2019t complain; 91% of them will just leave and never return.<\/strong><\/h4>\n\n\n\n
Data protection and customer experience stats<\/h3>\n\n\n\n
69% of people believe businesses are at risk of being hacked or attacked by cybercriminals.<\/strong><\/h4>\n\n\n\n
85% of consumers won\u2019t do business with a company if they\u2019re worried about that company\u2019s security protocols.<\/strong><\/h4>\n\n\n\n
61% of shoppers have abandoned a purchase because there was no trust logo during the checkout process.<\/strong><\/h4>\n\n\n\n
60% of small businesses go under after a cyber attack that results in data breach.<\/strong><\/h4>\n\n\n\n