Top 16 Customer Experience (CX) Stats to Know for 2020
November 20, 2019
According to Google Trends, the search term ‘Customer Experience’ reached its peak popularity in October 2019. Notice the ever-increasing interest in this term over time, a trajectory likely to continue into 2020. Given the rapidly increasing popularity of customer experience, it’s helpful to consider the following CX stats when planning your customer experience strategy for 2020.
The following statistics from Forrester Research show how effective customer experience can not only improve brand sentiment, but it can also directly affect your bottom line. These numbers shed light on the positive connection between an effective CX program and ROI over time by highlighting the hundreds of millions of dollars of revenue impacted by even a minor improvement in CX.
The next set of stats is in fact from a research that Gartner conducted a few years back but is still very relevant for today’s CX programs. Companies are becoming increasingly aware that customer effort is one of the strongest indicators of customer loyalty. With technology available to auto-assign an Effort score to each and every customer interaction, companies are now able to access the insights that will enable them to make their customers’ experiences more effortless.
Emotion is another factor that impacts customer loyalty. Emotions, positive or negative, can greatly enhance or diminish a customer’s experience. Forrester Research conducted a study of 260 leading brands in 2019 and highlighted some new trends in the role of emotion in CX. The statistic below implies that a differentiated customer experience and sustained CX success require positive emotional connections with customers.
The following stats illustrate that with more exposure to different experience standards amongst a multitude of brands, customer’s expectations for a great experience are continuously increasing. And, in order to retain these customers, companies must align their CX strategy with these increasing expectations. Failure to do so may result in customers not buying from you and switching to a different brand.
The last group of stats is centered on the importance of customer service on digital channels. Customers no longer rely on just one channel to reach out to your organization. According to a study by Microsoft, most customers are using at least 3-5 customer service channels. While phone support remains popular, an increasing number of customers are using digital channels such as messaging, social media, email and chat to communicate with brands. Ensuring that you have an effective customer engagement program across these channels will facilitate end-to-end management of the customer journey.
Use these customer experience stats for planning your 2020 CX strategy. And if you’re ready to step up your CX program, Clarabridge is standing by to help.