The point of all of your marketing and advertising efforts is for your company to be an option in a consumer’s mind when they are ready to buy the products or services that you offer. However, these days it has become more than that. These days, the competition is so fierce that it tends to come down to the type of experience a consumer gets once they get to your store or site. Customer Experience {CX} can be the difference between just making a sale and developing an engaged fan base that will return time and time again and bring their friends with them. Here are some recent research CX stats that you need to know about right now:
- 86% of buyers will pay more for a better brand experience, but only 1% feel that vendors consistently meet expectations (Oracle)
- 3. 77% of customers believe it takes too long to reach a live agent and consumers will wait on hold for an average of 11 minutes before hanging up (Harris Interactive / RightNow)
- 4. 54% of customers used email customer service channels this past year, making it the most commonly used digital customer service channel. (Forrester)
- 5. Customer satisfaction ratings for live chat are often higher than all other support channels, likely because of the speed and conversational nature, with chat being the preferred support channel by Millennials. (Customer Think)
- Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. They retain higher share of wallet and have customers that are seven times more likely to purchase more from the company, eight times more likely to try other products or services, and fifteen times more likely to spread positive word of mouth. (Qualtrics)
- 53% of millennial shoppersfeel that store associates do not have the tools they need to deliver great customer service, such as mobile devices to look up shopper profiles and provide product recommendations (Salesforce)
- Only 37% of shoppers feel like retailers know them. (Salesforce)
- 23% of B2B CMOs see improving customer experience as a top three objective. (Forrester)
- 86% of B2B CMOs reporting that the consider customer experiences to be very important, yet 57% of them reported only marginal CX performance. (Accenture)
- 84% of organizations working to improve CX report an increase in revenue.
-Written by Kevin Sawyer
