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* 21 Best Productivity Apps for 2022
* 9 Best Data Visualization Software for 2022
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* 10 Best Document Management Software For A Paperless Office for 2022
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* 9 Best Collaboration Software for 2022
* 12 Best Event Management Software for 2022
* 10+ Best Digital Signature Software for 2022
* 10 Best Call Tracking Software for 2022
* 7 Best Invoice Software for 2022
* 13 Best Presentation Software for 2022
* 10 Best Customer Experience Management Software for 2022
* 10 Best Payment Gateway Providers for 2022
* 7 Best Roadmap Software for 2022
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* 10 Best Reputation Management Software for 2022
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* 14 Best SMS Marketing Software for 2022
* 10+ Best Facebook Chatbots For Your Business Website for 2022
* 11 Best Email Marketing Services for 2022
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* 11 Best Payroll Software for 2022
* 5 Leading Tax Software Solutions for 2022
* 10+ Best Online Bookkeeping Services for 2022
* Best Expense Management Software for 2022
* 11+ Top Crypto Exchanges for 2022
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* 10 Best Stock Trading Apps for 2022
* 7 Best Money Making Apps for 2022
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* 9 Best WordPress Hosting Companies for 2022
* 7 Best Website Builders for 2022
* 13 Best Ark Server Hosting for 2022
* 10 Best Graphic Design Software for 2022
* 11 Best Reseller Hosting for 2022
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* 5 Best Cheap Website Builders for 2022
* 10 Best CDN Providers for 2022
* 10 Windows VPS Hosting for 2022
* 9 Best WordPress Security Plugins for 2022
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* 9 Best eCommerce Platforms for 2022
* 10 Best Minecraft Server Hosting Providers for 2022
* 10 Best Shared Hosting Providers for 2022
* 20 Best VPS Hosting Providers for 2022
* 7 Best Church Website Builders
* 11 Best Dropshipping Software for 2022
* 10 Best SERP Tracking Tools for 2022
* 10 Best Cheap VPS Hosting Providers for 2022
* 10 Best Cheap Forex VPS for 2022
* Human Resources
* 10 Best HR Software For Successful Business Leaders in 2022
* 9 Best Scheduling Software for 2022
* 10 Best Time Management Apps for 2022
* 10 Best Employee Monitoring Software for 2022
* 10 Best Employee Engagement Software for 2022
* 10 Best Onboarding Software for 2022
* Industry-specific Solutions
* 9 Best Real Estate Software for 2022
* 12 Best Chiropractic Software for 2022
* 10 Best Medical Billing Software for 2022
* 8 Best Audio Editing Software for 2022
* 10 Best Restaurant POS Systems for 2022
* 14 Best 3D Printing Software for 2022
* 12 Best Content Generators for 2022
* 10 Excellent Property Management Software for 2022
* 13 Best Animation Software For 2022
* 17 Best Writing Software for 2022
* 16 Best Audio Recording Software for 2022
* Inventory and Logistics
* 11 Best Inventory Management Software for 2022
* 10 Best Field Service Management Software for 2022
* IT Security and Backup
* 10 Best Network Monitoring Software for 2022
* 10 Best VPN for Windows for 2022
* 5 Best Android VPN for 2022
* 7 Best VPN Services for Mac for 2022
* 11 Best ID Theft Protection Services for 2022 [Tested and Reviewed]
* 10+ Best Proxy Server Services for 2022
* 14 Best Encryption Software for 2022
* 11 Best Cloud Storage Providers for 2022
* 9 Best Windows Backup Software for 2022
* 10 Best Parental Control Software for 2022
* 10 Best Antivirus Software for 2022
* 10 Best Password Manager Tools for 2022
* 10 Best VPN Services – Tested And Measured in 2022
* Top 3 VPN Services for Kodi for 2022
* 7 Perfect VPN Services for the Dark Web in 2022
* Top 6 Business VPN Providers for 2022
* 6 Fortnite VPN Services for 2022
* 10 Best Email Encryption Software for 2022
* 10 Best Mac Cleaner Software for 2022
* 10 Best Windows Server Backup Software for 2022
* 10 Best File Sync Software
* 12 Best DVD Burning Software for 2022
* 10 Best Enterprise Backup Solutions for 2022
* Best Driver Update Software for 2022
* 10 Best Cloning Software for SSD for 2022
* 7 Best Data Migration Software for 2022
* Services
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* 9 Best Grammar Checkers for 2022
* 13 Best Reverse Phone Lookup for 2022
* 9 Best Tenant Screening Services for 2022
* 10 Best Background Check Services in 2022
* 7 Best VPN Services For Torrenting for 2022
* 7 Best VPN Services for Gaming for 2022
* 5 Best VPN for Streaming for 2022
* 7 Best People Search Sites for 2022
* 16 Best Survey Sites for 2022
* 11 Best Press Release Distribution Services for 2022
* 13 Best Virtual Assistant Companies for 2022
* 9 Best Answering Services for 2022
* 11 Best Virtual Phone Numbers for 2022
* 8 Best Streaming Software for 2022
* 14 Best Video Streaming Services for 2022
* 11 Best Usenet Providers for 2022
* 13 Best Online Learning Platforms for 2022
* 10+ Best Online Fax Services for 2022
* 5 Best Ethereum Casinos for 2022
* 7 Best DNA Test Kits for 2022
* 7 Best Internet Options for Rural Areas for 2022
* 9 Best Defrag Software for 2022
* 7 Best Audiobook Services for 2022
* Creators
* 26 Best Infographic Creation Tools for 2022
* 16 Best Video Editing Software for Beginners in 2022
* 13 Best Logo Makers for 2022
* 13 Best Photo Editing Software for 2022
* 10 Best Video Capture Software for 2022
* Best DJ Software for 2022
* 10 Best YouTube to MP3 Converter for 2022
* 9 Best Rendering Software for 2022
* Best Transcription Software for 2022 - 10 Options Reviewed
* 9 Best OCR Software for 2022 Reviewed
* The Best 9 Screenwriting Software You Can Get In 2022
* The Best Drawing Software Artists Need in 2022
* 10 Best Software Development Companies for 2022
* HARDWARE
* Devices and Smart Home
* 12 Best Portable Monitor Options for 2022
* 9 Best Graphics Card Under $200 for 2022
* 11 Best 3D Printers for 2022
* 9 Best Podcast Microphones for 2022
* 9 Best Motherboards for Ryzen 7 3700X for 2022
* 9 Best Lap Desk Models for 2022
* 11 Best Headphones for Music for 2022
* 11 Best Trail Cameras for 2022
* 10 Best Dual Monitors for 2022
* 8 Best Emergency Radio for 2022
* 7 Best Smart Notebooks for 2022
* 11 Best 3D Pens for 2022
* 10 Best Home Security Systems for 2022
* 8 Best Lights for Streaming for 2022
* 11 Best Budget Studio Monitors for 2022
* 10 Best 3D Scanners for 2022
* 8 Best Microphones for Streaming for 2022
* 12 Best Turntables for 2022
* 10 Best Curved Monitors for 2022
* 9 Best Medical Alert Systems for 2022
* 13 Best Condenser Mics for 2022
* 17 Best Electronic Drum Sets for 2022
* 18 Best Home Theater Systems for 2022
* 7 Best eReaders for 2022
* 9 Best Treadmills for 2022
* 11 Best Compact Cameras for 2022
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* 8 Best Dash Cam Models Under $100 for 2022
* 13 Best Drawing Tablets for Beginners and Pros in 2022
* 10 Best Ergonomic Mice for 2022
* 7 Best Outdoor TV Models for 2022
* 11 Best Hidden Cameras for 2022
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* Hobbies & Toys
* 33 Best LEGO Technics Sets for 2022
* 15 Best Nerf Guns for 2022
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36 ASTONISHING CUSTOMER EXPERIENCE STATISTICS FOR 2022
Jacquelyn Bulao
Updated · Oct 13, 2022
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Customer experience (CX) has become the thing that drives business growth and
increases business revenue in 2022. Customers today expect an excellent brand
experience regardless of the channel used. Any business with unique customer
service across all channels of communication can significantly improve brand
loyalty, customer satisfaction, traffic, sales, and ultimately, business
revenue.
There are several ways to communicate with your customers if you wish to improve
customer experience. There are many platforms to assist with this as well.
According to customer experience statistics, the ultimate goal is to get them to
become regular converting visitors to your business regardless of the channel
employed in communicating (e.g. social media, live chat, website, etc).
In this article, we have compiled some of the best customer experience stats for
2022 to help you understand how it affects your business. Read on!
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EYE-OPENING CUSTOMER EXPERIENCE STATISTICS FOR 2022
The following are some eye-opening customer experience stats that show why your
business needs the issue seriously.
* When learning about a new product, 60% of customers say they trust the
reviews that come from friends, family, and other customers.
* There is an 80% increase in revenue for businesses that focus on improving
customer experience.
* 44.5% of companies compete based on customer experience.
* 73% of customers agree that customer experience helps to drive their buying
decision.
* 86% of customers say that they are ready to pay more if it means getting a
better customer experience.
* Double the revenue of your business in 36 months if you improve the customer
experience of your business to a satisfactory level.
* According to 67% of customers, companies are actively working towards
improved customer service.
Now that you see why businesses are beginning to take customer experience
seriously! Let’s dive into the details:
GENERAL CUSTOMER EXPERIENCE STATISTICS
The stats that follow will show you why customer experience has become a crucial
factor in business growth.
1. WHEN LEARNING ABOUT A NEW PRODUCT, 60% OF CUSTOMERS SAY THEY TRUST THE
REVIEWS THAT COME FROM FRIENDS, FAMILY, AND OTHER CUSTOMERS.
(Source: Hubspot)
No one wants to go shopping, only to come back with an unsatisfactory product.
Reviews provide a gateway to insights about a particular product before making a
purchase. They ensure that a customer shops knowing what to expect, and comes
out satisfied.
2. THERE IS AN 80% INCREASE IN REVENUE FOR BUSINESSES THAT FOCUS ON IMPROVING
CUSTOMER EXPERIENCE.
(Source: Forbes)
According to marketing customer experience statistics, improving customer
experience has to do with making data-driven decisions. By doing this, there is
a high chance that they will revisit your business in the future. Also, they
will recommend your services to others, which inadvertently leads to more sales
and increased revenue.
3. ALMOST 50% OF COMPANIES COMPETE BASED ON CUSTOMER EXPERIENCE.
(Source: Statista)
44.5% of businesses worldwide view customer experience as a primary competitive
differentiator. This shows how much marketing has changed from price and product
being the critical brand differentiators to customer experience now taking
center stage.
4. 73% OF CUSTOMERS AGREE THAT CUSTOMER EXPERIENCE HELPS TO DRIVE THEIR BUYING
DECISION.
(Source: PWC)
Excellent customer experience starts from the moment your customers come in
contact with your business, and it doesn’t even after they have started using
your product and are satisfied. Think about how many times you have left a
website because it took too much time to load. To avoid this, use a good website
builder, backed up by a reliable hosting provider.
Furthermore, do you recall the number of times you bought a product just because
they offered free delivery or installation? If you make your customers' buyer
journey convenient, engaging, and flexible enough, you would have successfully
won their trust. According to customer satisfaction statistics, this drastically
increases your chances of them buying from you again.
5. 52% OF CUSTOMERS SAY THEY'RE WILLING TO PAY MORE IF IT MEANS GETTING A BETTER
CUSTOMER EXPERIENCE.
(Source: Forbes)
Come to think of it, who doesn't want proper treatment? Who wouldn't want to
deal with a brand that goes all the way to ensure their buyer's journey is
always stress-free? Customer experience statistics for 2021 reveal that
customers are willing to pay as high as 10% more for a product or service,
provided they receive an excellent customer experience.
6. YOU CAN DOUBLE YOUR BUSINESS REVENUE IN 36 MONTHS IF YOU IMPROVE THE CUSTOMER
EXPERIENCE OF YOUR BUSINESS TO A SATISFACTORY LEVEL.
(Source: Super Office)
The customer experience (CX) helps you to increase your sales and save costs
from various angles in your business. Take, for example, the issue of onboarding
and employee engagement. Having an excellent CX system ensures that you already
have an engaged workforce. According to facts about customer experience, having
a highly engaged workforce improves your company's employee retention rate.
This, in turn, saves you the cost of new hires and onboarding them, which
sometimes runs into millions.
7. 49% OF CUSTOMERS AGREE THAT THEY HAVE MADE IMPULSE PURCHASES AFTER AN
EXCELLENT, CUSTOMIZED PERSONAL EXPERIENCE WITH A BRAND.
(Source: Dot Digital)
Personalization in customer experience has a direct impact on sales and revenue
increase. It is the designing of products/services to meet individual customer
requirements. According to customer buying experience statistics, marketing
personalization starts from the moment you exchange your first message with a
client up until they have made a purchase. Recent research revealed that 56% of
top professionals involved in customer experience strive to improve the
personalization of customer communication.
8. CUSTOMER SATISFACTION AND RETENTION, PLUS IMPROVED UP-SELLING AND
CROSS-SELLING, ARE THE MAIN REASONS BUSINESSES ARE TRYING TO IMPROVE THEIR
CUSTOMER EXPERIENCE.
(Source: Super Office)
Customers are the life of any business. If your business is not striving to keep
them happy, then they won't last long. Your customers will only stay loyal to
your brand when they are satisfied with it. Once customers are loyal, you have a
higher chance of success when up-selling and cross-selling other items.
According to customer experience statistics, improved cross-selling and
up-selling (42%), improved customer retention (33%), and improved customer
satisfaction (32%) are the major reasons why a business would want to enhance
its customer experience. Addressing each of these can have a significant
positive impact on the bottom lines of any business.
9. 88% OF BUSINESSES NOW PRIORITIZE CUSTOMER EXPERIENCE IN ALL OF THEIR CONTACT
CENTERS.
(Source: Sharpen CX)
According to digital customer experience statistics, contact centers are
locations used by large organizations to handle all sorts of communication with
customers. It could be email, phone calls, fax, social media handles, or even
live chat. These contact centers now have quicker response time and one-on-one
engagement regarding customer needs on various communication channels. All of
those serve as a way of improving customer experience.
10. 87% OF BUSINESS LEADERS AGREE THAT EXCEPTIONAL CUSTOMER EXPERIENCE IS A MUST
FOR THEIR ORGANIZATION.
(Source: Smart Insights)
Customer experience is the metric prospective clients look out for when trying
to decide which business to work with. Lots of firms offer similar services, but
not everyone can provide the same customer experience. According to customer
experience statistics, most business leaders believe that customer experience is
essential to them. However, 11% feel that CX is somewhat important. Only 2% say
that customer experience is either not important at all, or not so important to
their business.
THE BUSINESS IMPACT OF CUSTOMER EXPERIENCE
Customer experience and profitability statistics reveal that excellent customer
experience will increase your chances of winning more customers and making more
sales. The following are a few impacts that customer experience can make on any
business.
11. BUSINESSES THAT PRIORITIZE CUSTOMER EXPERIENCE HAVE A REVENUE INCREASE OF
4-8% HIGHER THAN THEIR COMPETITOR.
(Source: Forbes)
With the amount of competition in the market, businesses that offer the best
customer experience stand the best chance of winning. Customers who have
previously had an encounter with your brand will most likely return for another
deal. Plus, you get to have free referrals from past satisfied clients as
revealed by B2B customer experience statistics.
12. 89% OF CONSUMERS HAVE MOVED TO A COMPETITOR FOLLOWING A POOR CUSTOMER
EXPERIENCE WITH A BRAND.
(Source: Customer Thermometer)
How many times have you abandoned a shopping cart due to a difficult purchasing
process? Many, we’d guess. That is how bad poor customer experience can be for
any business. The worst part is that most of these customers will leave without
telling you why.
13. CUSTOMER-FOCUSED COMPANIES INCREASE THEIR REVENUE 1.4X FASTER THAN
NON-CUSTOMER-FOCUSED COMPANIES.
(Source: Forrester)
According to customer experience value statistics, customer lifetime value also
increases by 1.6x for customer-focused companies. When a workforce is highly
engaged, things are done faster and more efficiently. Plus, an excellent
customer experience increases loyalty to your brand, which reflects on the
lifetime value of any customer.
14. CUSTOMER EXPERIENCE TECHNOLOGIES WILL COST BUSINESSES $641 BILLION BY 2022.
(Source: Statista)
More businesses are beginning to understand the importance of customer
experience. This has prompted increased spending on technologies like Big Data,
artificial intelligence, and data analytics that bring about actionable insights
on customers. These insights can be used to improve the overall customer
experience. In 2018, the total spending on customer-related technologies was
$471 billion. Fast-forward to the end of 2019, and that figure rose to $508
billion. It is predicted the figure would rise even further, given that there
are still more enterprises that are yet to jump onto the customer experience
bandwagon.
15. 74% OF CUSTOMERS WILL MOST LIKELY SWITCH BRANDS IF THEIR FAVORITE ONE'S
PURCHASING PROCESS GIVES A MISERABLE EXPERIENCE.
(Source: iPerceptions)
One of the surest ways to ward off customers is to make their purchasing process
a difficult one. According to customer experience research statistics,
convenience is a critical factor when providing an excellent customer
experience. If your customer service doesn’t offer comfort to your customers,
they will most likely seek your competitor.
POSITIVE CUSTOMER EXPERIENCE STATISTICS
The following are some positive customer experience statistics to show its
ever-increasing importance to the success of a business.
16. ACCORDING TO 70% OF CUSTOMERS, EXCELLENT CUSTOMER EXPERIENCE SHOULD BE FAST,
CONVENIENT, HELPFUL, AND MUST DO ALL OF THAT IN A FRIENDLY MANNER.
(Source: Adobe)
The qualities mentioned above are the ideal pillars of an excellent customer
service team, as revealed by customer experience report statistics. They should
not be taken for granted if the goal is to deliver exceptional customer
experience throughout the buyer journey.
17. A POSITIVE CUSTOMER EXPERIENCE ENCOUNTER CAN INCREASE CUSTOMER SPENDING BY
UP TO 140%.
(Source: Deloitte)
According to customer experience stats for 2021, people are likely to deal with
your brand in a much larger capacity, become more loyal to it, and even
recommend it to others if their previous experiences with you were positive.
18. 87% OF CUSTOMERS WOULD COME BACK TO MAKE ANOTHER PURCHASE FROM A BRAND IF
THEIR PREVIOUS EXPERIENCE(S) WERE RECORDED AS VERY GOOD.
(Source: Experience Matters)
This is the same point that this article has been trying to drive home from the
start. Once your customer service is fast, convenient, consistent, friendly, and
always available, people would become loyal. However, customer experience stats
show that only 18% would return if they reportedly had an abysmal experience
with your brand.
19. 72% OF PEOPLE THAT HAVE A POSITIVE CUSTOMER EXPERIENCE WILL SHARE THEIR
STORY WITH SIX OR MORE PEOPLE.
(Source: Nice Reply)
While this is definitely good news, customer experience stats also show that 13%
of customers will share a bad customer experience with 15+ people.
It is evident that people like to talk, so the best approach for your business
is to keep your customers happy by ensuring they have the best experiences.
BAD CUSTOMER EXPERIENCE STATISTICS
Bad customer experience can cause you to lose your brand reputation, customers,
and most importantly, lose money. Read on to discover some bad customer
experience statistics.
20. 57% OF CUSTOMERS SAY THAT THEY WON'T RECOMMEND A BRAND IF IT HAS A POORLY
DESIGNED WEBSITE THAT'S NOT OPTIMIZED FOR MOBILE.
(Source: Sweor, Mark Brinker)
Over the last decade, mobile usage has been on the rise. In the first quarter of
2022, it accounted for 52.79% of all internet traffic globally. 75% of customers
admit that they judge a brand's credibility by its website design and mobile
compatibility.
If your website isn't optimized for mobile, you're missing out on the 3.9
billion customers your business can potentially attract.
21. 50% OF CUSTOMERS WILL STOP VISITING A WEBSITE IF IT IS NOT MOBILE-FRIENDLY.
(Source: True List)
Conducting businesses on mobile is easy, fast, convenient, and cost-effective.
That explains why you must find a way for your business to show up on mobile.
There’s a high chance that your competitors are optimizing for mobile as well,
and if you don't do the same, you will soon be out of business.
22. 92% OF CUSTOMERS WOULD FORGET ABOUT A BRAND AFTER EXPERIENCING TWO OR THREE
NEGATIVE CUSTOMER EXPERIENCES WITH THAT SAME BRAND.
(Source: Super Office)
Customer experience stats also reveal that 1 in 3 customers will forget about a
brand after just one negative experience. Good customer experience is
non-negotiable if your business is to survive the current market.
23. ONLY 19.3% OF CUSTOMERS THAT HAVE HAD A BAD CUSTOMER EXPERIENCE WITH A BRAND
WILL REPORT DIRECTLY TO SUCH BRAND.
(Source: Smart Insights)
What’s more is that 33.7% of these customers will talk to family and friends
over the phone, email, or even in person, about their poor customer experience.
In addition, 10.7% of these customers will prefer to write about their bad
experience on Facebook. Another 4.5% will prefer to do so on Twitter. 9.9% would
post about their poor experience with your brand on a third party website. Just
one poor experience with a customer can significantly affect your brand’s
reputation. This is more reason why customer experience needs proper attention.
CUSTOMER SERVICE STATISTICS
Customer service has to do with how well you treat your customers. In this
section, we will introduce you to some of the most surprising customer service
statistics for 2022 that you will find on the internet.
24. MORE THAN 70% OF CUSTOMER EXPERIENCE LEADERS IN AN ORGANIZATION ARE
REPORTEDLY STRUGGLING TO CREATE PROJECTS THAT FOCUS ON INCREASING CUSTOMER
EXPERIENCE.
(Source: Gartner)
Business leaders are struggling because most of their customer experience-based
projects are prioritizing customer journey management, social media engagement,
and analytics. But in truth, customer data management is the most important key
metric that can help companies deliver personalized messages to customers. It is
one area that should get the most attention.
25. 96% OF CUSTOMERS AGREE THAT CUSTOMER SERVICE PLAYS A VITAL ROLE IN THEIR
CHOICE OF LOYALTY TO A BRAND.
(Source: Microsoft)
When you make the customer journey seamless at all times, customers will repay
you with loyalty and recommend your brand to almost anyone. The opposite applies
to poor customer experience.
26. CUSTOMER SERVICE-FOCUSED COMPANIES HAVE EMPLOYEES THAT ARE 1.5X MORE ENGAGED
THAN THOSE WHO DON'T.
(Source: Experience Matters)
Employee engagement has a direct correlation with customer experience. Companies
with a highly engaged workforce far outperform their closest competition by 147%
in terms of earnings. Statistics on customer service show that a highly engaged
organization will strive to ensure improved customer experience, as it is the
critical metric for increased sales.
27. US COMPANIES LOSE $1.6 TRILLION YEARLY DUE TO POOR CUSTOMER SERVICE.
(Source: Accenture)
Poor customer service in this age and time is a no-no for any business. This
follows as platforms like social media can quickly destroy the reputation of an
organization due to poor reviews.
28. ACCORDING TO 67% OF CUSTOMERS, COMPANIES ARE ACTIVELY WORKING TOWARDS
IMPROVED CUSTOMER SERVICE.
(Source: Microsoft)
We exist in an era where personalization is key to determining how people
perceive your brand. Businesses today are investing in a whole lot of customer
service-related technologies such as Big Data, AI, data analytics, etc, all in a
bid to provide the best possible personalized customer experience.
The result? More than half of consumers now agree that their favorite brand’s
customer service has improved.
CUSTOMER EXPERIENCE TRENDS IN 2022
The following are some customer experience trends taking over the market and are
fast becoming a norm for businesses today.
29. 80% OF COMPANIES ARE NOW INVESTING IN THE OMNICHANNEL EXPERIENCE.
(Source: Super Office)
Omnichannel is a multi-channel approach with the sole aim of providing seamless
customer experience to clients, irrespective of their shopping channel. It could
be through mobile, desktop, tablets, phone calls, or in-store. Regardless of
which it is, the quality of service remains the same.
According to customer experience stats, in 2010, we had just 20% of companies
investing in the omnichannel experience globally. But now, almost every business
is trying to adopt it into their infrastructure, and more are expected to follow
suit in the coming years.
30. COMPANIES WITH THE BEST OMNICHANNEL EXPERIENCE FOR ITS CUSTOMERS ENJOY A 10%
YEAR-ON-YEAR GROWTH.
(Source: Adobe)
Aside from this, an omnichannel experience goes further to improve customer
retention rates and reduce your cost per lead. With an omnichannel approach,
your customer's buyer journey is seamless, convenient, and highly engaging. As
such, you stand a better chance of retaining them. Increased retention rate
means you have to spend less acquiring new sales - your retained customers will
most likely come back to do more business with you and refer your services to
others.
31. 84% OF CUSTOMERS-CENTRIC COMPANIES ARE NOW FOCUSING THEIR EFFORTS ON
IMPROVING MOBILE CUSTOMER EXPERIENCE.
(Source: Super Office)
Improving customer experience is good, but it has to be done on all of your
communication channels. Customer statistics has it that customers spend more
time on mobile today than they do with any other device. Improving customer
experience on mobile will not only increase your sales, but it will also help to
increase your brand popularity.
32. 67% OF CUSTOMERS SAY THAT THEY WOULD PREFER SELF-SERVICE OVER SPEAKING WITH
A COMPANY REPRESENTATIVE.
(Source: Zen Desk)
Self-service is the new norm, and customers love it already. If there is any
possibility that they can be allowed to source for what they want on their own,
then they will do so, especially the millennials. At this point, your job is to
provide them with the tools and information they need to navigate through your
shop with ease.
33. AI AND MACHINE LEARNING WOULD HANDLE ABOUT 40% OF ALL CUSTOMER INTERACTIONS
BY 2023.
(Source: Super Office)
Artificial intelligence has been one of the most crucial breakthrough
technologies and is currently being applied across various industries worldwide.
One such sector is the customer care industry. With the aid of machine learning
and other AI-related tools, bots have been designed to handle communication with
customers 24/7. Customer service stats have it that as of 2018, just 25% of
customer interactions were automated through AI and machine learning.
34. 90% OF BUSINESS LEADERS HAVE REPORTEDLY INCREASED THEIR CUSTOMER EXPERIENCE
A GOOD DEAL SINCE THEY STARTED USING DATA ANALYTICS REPORTS.
(Source: Forbes)
Data analytics helps you draw insights from customer data to know what your
customers need. Companies working without data analytics in today's market are
quickly phasing out because those with the right data will always be miles ahead
and will get the most sales. That's why the data visualization market is on the
rise for the last years.
35. 87% OF BUSINESSES BELIEVE THAT TRADITIONAL EXPERIENCES ARE NO LONGER ENOUGH
TO SATISFY CUSTOMERS.
(Source: Nice Reply)
With an abundance of competition in the market, “good” customer experiences
aren’t going to cut it anymore. Discounts and fast responses are simply not
enough to satisfy customers these days.
Hence, you need to go above and beyond to deliver superior customer experiences.
This is the only way you’ll be able to wow your customers and maintain your user
base.
36. CONSISTENCY IS THE KEY TO A GREAT CUSTOMER EXPERIENCE.
(Source: Astute Solutions)
When it comes to customers, every experience counts. Customer satisfaction
statistics show that around 65% of customers become loyal customers to
businesses that deliver pleasant customer experiences at every point of
contact.
69% of U.S adults prefer to shop with retailers that consistently deliver good
customer service, both in-store and online.
Key takeaway? Ensure your brand delivers consistently good customer service at
all times.
WRAP UP
Customer experience statistics are revealing, as they help you understand the
current state of the market. There are just too many competitors out there, and
your customers would gladly switch to any of them if you give room for
unsatisfactory results.
Is your business providing top-notch customer experience to its clients?
SOURCES.
Hubspot
Forbes
PWC
Super Office
Dot Digital
Sharpen CX
Smart Insights
Customer Thermometer
Forrester
Statista
iPerceptions
Adobe
Adobe
Deloitte
Experience Matters
Experience Matters
Sweor
True List
Gartner
Microsoft
Accenture
Super Office
Zen Desk
Statista
Nice Reply
Astute Solutions
Statista
Forbes
Mark Brinker
Hubspot
Super Office
Smart Insights
Statista
Adobe
Experience Matters
Gartner
Super Office
Nice Reply
Forbes
Forbes
Dot Digital
Customer Thermometer
iPerceptions
Deloitte
Sweor
Microsoft
Zen Desk
Astute Solutions
Mark Brinker
PWC
Sharpen CX
Forrester
Adobe
Experience Matters
True List
Accenture
Statista
Statista
SHARE:
Jacquelyn Bulao
I am a natural-born connector, known for long-standing and effective business
partnerships. I am fuelled by my passion for human resources and my genuine love
of connecting with others. To date, my knowledge & determination to transform
information into action & initiatives have contributed to my successful career.
HR is something that I live and breathe, and I know the impact it has in
transforming businesses; and the lives of those who work inside it.
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What we have on this page
* Eye-Opening Customer Experience Statistics for 2022
* General Customer Experience Statistics
* The Business Impact of Customer Experience
* Positive Customer Experience Statistics
* Bad Customer Experience Statistics
* Customer Service Statistics
* Customer Experience Trends in 2022
* Wrap Up
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