Your ability to create a powerful customer experience greatly impacts the number of customers that buy from you and keep buying from you. The success of customer loyalty programs, word-of-mouth advertising, and even employee retention can be attributed to how attentive your customer service is.

Therefore, creating a great CX program should be done annually by all businesses since it can help them grow their brand’s reputation and improve their bottom line.

Customer experience is the number one factor that turns customers into lifelong advocates of your brand. With the right strategy and tactics, you can convert your customers into advocates even if they do not become clients right at that moment.

There are many customer experience statistics to help companies better understand which tactics work best for them and how they can implement them.

Not just brand loyalty, customer experience is an important factor when making purchase decisions, retaining customers, and even advertising.

By knowing these 30+ customer experience statistics, your company can develop some of the most successful ways to keep customers happy with their services.

Great CX is a key to maintaining customer loyalty

Great customer experience is key to maintaining customer loyalty. Businesses that lack a good customer experience risk losing their customers by not meeting their expectations, but no matter how good a product or service is, it will not succeed if it is not matched with a great customer experience.

• 93% of consumers are likelier to make a repeat purchase with a brand that provides excellent customer service.

• 89% of consumers are more likely to make another purchase after a positive customer service experience.

• 80% of customers have stopped doing business with a company due to an experience that frustrated them.

Customers seek personalization

• 80% of consumers are more likely to buy from a company that provides a tailored experience.
• 72% of customers will only engage with personalized messaging
• 90% of leading marketers say personalization significantly contributes to business profitability.
• Creating a more personalized customer experience is the top opportunity, according to 51% of marketing professionals.

Omnichannel customers are proven to be more profitable

Provides omnichannel support across all customer touchpoints, from voice to email, chat, and social media support and reduces customer effort, and maximizes Revenue.

• Businesses that adopt omnichannel strategies see 91% higher year-over-year customer retention rates compared to businesses that don’t.

• Nearly 80% of customers prefer omnichannel strategies due to the seamless communication experience.

• Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel. This simply means that omnichannel customers can generate more revenue.

• The number of businesses investing in omnichannel experiences has increased from 20% to more than 80%.

Emerging technologies, such as AI, are becoming more important.

• 64% of businesses believe that chatbots allow them to provide a more customized support experience for their customers.

• 86% of marketing agencies say brands will expect them to be able to assist with chatbot projects by 2025.

• AI market size is expected to grow by at least 120% year-over-year.

• The AI market is expanding at a CAGR of 38.1% between 2022 to 2030.

Shopping online has become more prominent.

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• According to research, 64% of consumers prefer to shop online.

• The global digital transformation market is projected to grow from $469.8 billion in 2020 to $1,009.8 billion by 2025, at a compound annual growth rate (CAGR) of 16.5% during this period (Research&Markets, 2020).

• 70% of consumers who have visited a virtual store had made a purchase.

• 59% of online shoppers believe that it’s easier to find more interesting products in personalized online retail stores.

• 80% of B2B customers say they prefer virtual selling.

Boost revenue with Great CX

The key to growing a successful business is understanding what your customers want. By keeping your customers happy and receiving positive reviews, you are more likely to attract more customers and boost revenue growth.

• Companies that focus on improving their CX can expect a boost in revenue of up to 80%. 

• Customer-centric brands report profits that are 60% higher than those that fail to focus on CX. 

• Experience-driven companies grow their revenue at a rate that is 1.4x faster than their competitors.

• The US CX market is expected to report a growth of 15% annually from 2021 to 2028.

Improve the CX you deliver

• Nearly 20% of brands see a drop in customer experience quality.

• 71% of consumers say they’re unlikely to buy if a company loses its trust (PWC).

• 82% of customers would recommend a company based solely on excellent customer service.

• 85% expect consistent interactions across departments.

Consistency is key to great customized CX

Consistency is key to great customized CX. A great customer experience should be consistent across all touchpoints.

• 65% of respondents would become long-term customers of a brand if they can provide positive experiences throughout the customer journey.

• Less than 1 in 4 brands have the necessary technology to engage with consumers consistently.

• Marketers using three or more channels in a campaign earned a 494% higher order rate than those using a single-channel campaign.

Final Thoughts 

It’s no surprise that customer experience is becoming increasingly important—more and more consumers are demanding exceptional experiences, and brands that once relied on low-quality, transactional interactions are now finding that their businesses are suffering as a result. With these statistics, we hope you will better understand the importance of customer experience management, the methods that CEM teams can use to improve it, and how you can recover from a bad one.

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