30+ Customer Experience Trends and Statistics for 2015

30+ Customer Experience Trends and Statistics for 2015 [cont’d]

30+ Customer Experience Trends and Statistics for 2015

Check out more trends 20 B2B E-Commerce Trends & Statistics.

trends-statistics-b2b-ecommerce2Not all of these are B2B, but a great list nonetheless.

The Future of Customer Experience

  • In just a few years 89% of businesses will compete mainly on customer experience. source
  • By 2020, the customer will manage 85% of its relationship with an enterprise without interacting with a human. source
  • By 2020, customer experience will overtake price and product as the key brand differentiator. source

How Marketers Think about Customer Experience Management

  • 90% of customer experience decision makers say that a good experience is critical to their success. source
  • 91% of organizations said they aspire to be among the customer experience leaders in their industry, yet only 37% had started a formal CXM initiative. source
  • 92% of organizations that view customer experience as a differentiator offer multiple contact channels. source
  • While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same. source
  • 63% of customer experience decision-makers think the importance of the customer experience has risen. source
  • Almost 62% of companies think mobile customer service is a competitive differentiator. source
  • 67% of companies believe that social customer service is the most pressing short-term priority for the contact center. source
  • 78% of marketers say they try to differentiate through customer experience. source

The Link Between Customer Service & Customer Experience

  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. source
  • Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. source
  • 74% of survey respondents cited being “extremely frustrated” when having to contact a company multiple times for the same reason. Other sources of frustration include:
    • Being on hold for a long time when contacting the company (69%)
    • Having to repeat the same information to multiple employees or through multiple channels (66%);
    • Dealing with employees or self-help sites/systems that cannot answer my questions (64%)
    • Dealing with employees who are unfriendly or impolite (66%). source
  • 68% of customers say they’ve switched service providers because of poor customer service. source
  • 95% of dissatisfied customers tell others about their bad experience. source
  • 71% of customers say that valuing their time is the most important thing a company can do to provide good service. source
  • 75% of consumers think companies should make answers to all their common questions available via smartphones. source
  • 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. source
  • 95% of companies fail to exceed the expectations of their customers. source
  • 80% of customers say that companies do not have the context of their last conversation. source

The Link Between Social Media & Customer Experience

  • 83% of those surveyed said they liked—or even loved—when a company responded to them on social. source
  • 63% of millennials say they stay updated on brands through social networks. source
  • 51% of millennials say social opinions influence their purchase decisions. source
  • 46% of millennials “count on social media” when buying online. source
  • Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. source
  • 42% of people will tell their friends about a good customer experience on social; 53% will talk about a bad one. source
  • 47% of Americans say Facebook is their #1 influencer of purchases. source
  • Failure to respond via social channels can lead to a 15% increase in the churn rate. source
  • 60% of organizations still cite marketing (not customer experience) as the main function of social channels. source

How Customer Experience Impacts a Company’s Bottom Line

  • 74% of consumers have spent more due to good customer service. source
  • Three out of four consumers have spent more with a business due to a history of good customer service. source
  • Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. source
  • 86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. source
  • When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. source.
  • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. source
  • U.S. brands lose approximately $41 billion each year due to poor customer service. source
  • Opinions from participants in social communities influence purchasing decisions for 74% of online shoppers. source

Customer Experience & Technology

  • CX executive dashboards and customer journey mapping are the two customer experience activities that had the largest increase in focus for 2014. source
  • The highest marketing technology investment in 2014 was customer experience, followed by marketing operations and analytics. source
  • 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. source.

The Link Between Customer Experience & Customer Behavior

  • Over half of all customer interactions happen during a multi-event, multi-channel journey. source
  • It takes 12 positive customer experiences to make up for one negative experience. source
  • 83% of online shoppers need support to complete a purchase. source
  • More than two-thirds of 2,000 consumers who encountered a customer service or customer experience issue on a brand’s website left the site or visited a competitor. source
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