Written by

Seon Barbera
July 08, 2015

Customer Experience: 19 Must-Read Stats Even If You're Not in Customer Service


In 2015, customer experience has fully emerged from its buzz word beginnings to become a full-fledged concept that forward thinking companies are embracing across all levels of the organization. A clear, comprehensive strategy for customer experience that engages employees and delivers a consistent experience for customers across all channels and touchpoints should be a priority.

Companies that want to succeed in the future must lay the ground work for now to become an organization that is as focused on delivering an exceptional customer experience as it is committed to a superior product or service.


Here are 19 important customer experience stats:

  1. Poor customer service costs businesses $41 billion annually in the U.S. [1]
  2. 89% of consumers stopped doing business with a company following a poor customer experience [2]
  3. It takes 12 positive experiences to make up for one unresolved negative experience [3]
  4. 59% of 25-34 year-olds share poor customer experiences online [1]
  5. 95% of consumers talk about poor customer service experiences [4]
  6. In 2014, 60% of consumers who intended to make a purchase or business transaction decided not to as a result of poor customer service [4]
  7. 70% of buying experiences are based on how the customer feels they are being treated [5]
  8. On average, consumers tell 8 people about good experiences, but they tell 21 people about bad experiences [4]
  9. It’s 6-7 times more expensive to acquire a new customer as opposed to keeping a current customer [6]
  10. 23% of consumers have used social media for customer service [4]
  11. 46% of online customers expect brands to provide customer service on Facebook [6]
  12. 88% of consumers are less likely to buy from a company that leaves a social media complaint unanswered [6]
  13. 9 out of 10 consumers expect a consistent cross-channel experience [6]

But it’s not all bad…

    14.  83% of consumers who received a response to their complaint on social media liked or                           loved the fact that they received a reply [6]

    15.  86% of consumers will pay up to 25% more for a better customer experience [2]

    16.  42% of consumers would try doing business with a new company as a result of positive                          word of mouth from friends and family [4]

    17.  75% of consumers said they spent more with a company as a result of a history of                                 positive customer service experiences [4]

    18.  81% of consumers give a company repeat business as a result of good service [6]

    19.  Companies that prioritize the customer experiences see 60% higher profits than their                             competitors[6]

 


 

To learn more about the customer experience, read the “7 Customer Experience Do’s and Don’ts That Your Company Can’t Afford to Ignore” 

 


 

 References

[1]

"The multibillion dollar cost of poor customer service [INFOGRAPHIC]," NewVoiceMedia Blog, [Online]. Available: http://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-c....

[2]

"2011 Customer Experience Impact Report," RightNow Technologies, [Online]. Available: http://www.slideshare.net/RightNow/2011-customer-experience-impact-report.

[3]

R. Newell-Legner, "“Understanding Customers”," [Online].

[4]

"2014 Global Customer Service Barometer," American Express, [Online]. Available: http://about.americanexpress.com/news/docs/2014x/2014-Global-Customer-Se....

[5]

"50 Facts about Customer Experience," McKinsey, [Online]. Available: http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-f....

[6]

"50 Facts That Will Make Businesses Rethink their Customer Service," Salesforce Desk, [Online]. Available: http://www.slideshare.net/Desk/50-facts-that-will-make-businesses-rethin....

[7]

"The multibillion dollar cost of poor customer service [INFOGRAPHIC]," NewVoiceMedia Blog, [Online]. Available: http://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-c....

 

 

Written by

Seon Barbera

BPO study reveals biggest challenges for growing tech companies