Below are some interesting customer service, satisfaction and experience stats that demonstrate how times are changing.
More than ever we want a great buying experience.
Currently, I am creating a booklet for a PLC to create a Wow customer CX experience. It has been an incredible journey. I immersed myself in the customer’s shoes and examined every piece of the buying journey from online to offline to real-life name it, I examined it.
I love the example of coffee, and buying experience and how you create value in it. Look at Nespresso it nearly charges 4 times the amount of regular coffee but it is the experience we love. The look the feel the image of George Clooney sipping coffee in his cool grey suit. Brand ambassadors really do endorse products and help sell more. Nespresso leads the way with capsule coffee and now has a sustainable option.
See below all the statistics which really demonstrate how we love great customer service. Companies need to pay attention to this and more importantly their customers’ viewpoint as customers will share the buying experience online with the press of a button.
Customer Service CX Statistics
- 54% of customers have higher expectations for customer service today compared to one year ago.
- This percentage jumps to 66% for consumers aged from 18 to 34 years old. Microsoft
- Gartner predicts that 89% of businesses are expected to compete mainly on customer experience. Gartner
- They (Gartner) have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations. Gartner
- Worldwide, 67% of people believe that customer service is improving. Microsoft
- In 2017, 64% of Americans contacted some form of customer service. Statista
- 52% of people around the globe believe that companies need to act on feedback provided by their customers. Microsoft
- Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Microsoft
- When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one. Zendesk
- A customer experience promoter has a lifetime value to a company that is 600 to 1,400% that of a detractor. Bain
- 34% of companies are implementing “customer journey mapping” into their customer service. Salesforce
- 70% of consumers say they have already made a choice to support a company that delivers great customer service. American Express
Great Customer Service is Ranked Number 1
- Service insight and knowledge are also key to a good experience according to 62% of consumers. American Express
- Americans will pay 17% more to do business with firms with great reputations when it comes to customer service. American Express
- 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Zendesk
- 90% of customers are influenced by positive reviews when buying a product. Zendesk
- More people read positive reviews of customer service online than negative ones by 6%. Zendesk
- Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations. Gartner
- With 89% of businesses soon to be expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers. Gartner
- 99% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. Lumoa
- In 2019, customer experience will continue as a major factor in how companies do business. Forrester
- 87% of organizations agree to traditional experiences no longer satisfy customers. Accenture.
- A moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years. Temkin Group
- 67% of consumers and 74% of business buyers say they will pay more for a great experience. Salesforce
- By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. Gartner
- 65% of companies measure NPS compared with 44% that measure CSAT and 14% that measure CES. Lumoa
- 84% of organizations working to improve CX report an increase in revenue. Dimension Data
- Attracting a new customer is 6-7 times more expensive than retaining a current one Salesforce
- Increasing customer retention rates by 5% increase in profits by 25% to 95%. Harvard Business School
