The subject we can't get enough of...
W hich marketing opportunity is generating the most excitement among brands these days? Is it content marketing? Mobile marketing? Print or digital personalization? If you ask Econsultancy, it’s none of these. In fact, the research firm found that the number one thing marketers see as their most exciting opportunity is customer experience.
Customer experience has been defined as your customers’ perceptions of how you treat them and is influenced by everything from the types of marketing your company engages in, to your willingness to honor their channel preferences, to how their online orders are handled, to how they are treated by salespeople inside the store.
Because customer experience has such a profound impact on so many areas of profitability (i.e., customer loyalty and engagement), it is a subject marketers can’t seem to get enough of. Recently, SuperOffice created an infographic (“32 Customer Experience Statistics You Need to Know for 2017”), which compiles a wide variety of data on this fascinating subject. Here is a sampling that shows why, if you aren’t already paying attention to customer experience, you should be.
By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Walker
62% of companies view customer experience delivered by their contact centers as a competitive differentiator. Source: Deloitte
89% of businesses are soon expected to compete mainly on customer experience. Source: Gartner
If customers are not satisfied, 13% of them will tell 15 or more people. Source: Esteban Kolsky
67% of consumers mention poor customer experience as a reason for churn. However, only one out of 26 will tell you why they left. Source: Esteban Kolsky
By 2018, more than 50% of organizations will redirect their investments to customer experience innovations. Source: Gartner
Companies with strong omnichannel customer engagement strategies retain an average of 89% of their customers, while only 33% of companies with weak omnichannel strategies do. Source: Aberdeen Group
87% of customers think brands need to put more effort into providing a consistent customer experience. Source: Accenture
52% of customers are less likely to engage with a company if they have a bad mobile experience. Source: WOW Local Marketing
55% of customers say a frustrating experience on a company’s website hurts their opinion of the brand overall. Source: WOW Local Marketing
These data were compiled by SuperOffice, which offers CRM software for small to medium sized businesses. www.superoffice.com/blog/customer-experience-statistics/
TOP REASONS TO IMPROVE CUSTOMER EXPERIENCE
42% Improve Customer Retention
33% Improve Customer Satisfaction
32% Increase Cross-Selling and Up-Selling