As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed.
People are still looking for a good customer experience.
45% of customers are willing to pay more for better customer service1
42% of consumers have purchased more after a good customer service experience2
When consumers have friendly customer service interactions online, they are 20% more likely to reach a resolution and 25% more likely to be satisfied3
And the consequences are severe if you mess up.
In the United States the estimated cost of customers switching due to poor service is $1.6 trillion1
52% stop buying after a bad customer service interaction2
40% of customers switch loyalty because a competitor offers better customer service2
44% are more likely to tell others about their experience—either online or offline3
Customers have definite ideas about how they want you to treat them.
83% of US consumers prefer dealing with human beings1
75% say self-service is a convenient way to address their customer service issues4
Fortunately, most major brands have started asking their customers.
81% are working with customers and customer-facing employees to help improve CX
54% of customer service professionals strongly agree that CX is more important now than it was 2 years ago
48% of CX pros believe this focus gives them a competitive advantage5
But brands could be doing more.
61% of CX pros belong to teams of 10 or less
Most brands have not increased their CX budget from 2016 to 2017
18% of companies with CX programs still aren’t engaged in any major programs to create a customer-centric culture5
Why? Because it’s a big deal.
There’s a $3 return on investment expected for every $1 invested in the customer experience6
58% of customer experience practitioners have seen increased customer satisfaction over the last 12 months
Collectively, the five CX leaders had an average revenue CAGR of 17%, compared with 3% for their five CX laggard competitors
A one-point increase in CX Index score resulted in $15 million to $175 million in revenue, depending on the industry5
Use these customer experience stats for 2017 planning for your CX program. And if you are ready to take it to the next level, Clarabridge is standing by to help.
Lisa Sigler is Senior Manager, Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value of technology to life. Today, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. in English from Kent State University. Read more from Lisa on Twitter @siglerLis.
4 Touch Commerce
5 Forrester Research