18 Statistics that Support Emphasizing Customer Experience in 2017

Customers are 5.2X more likely to purchase from companies with a great customer experience. (Kapost B2B Customer Experience Benchmark Report 2016)

One of the top 10 Gartner predictions: By 2017, 50% of consumer product investments will be redirected to customer experience innovations.

An Econsultancy Survey show B2C businesses ranking Customer Experience first (at 21%) when asked "What is the single most exciting opportunity for organizations?" B2B businesses ranked it second (also at 21%) after content marketing.

Companies that focused on maximizing satisfaction, with regard the entire customer journey, have the potential to increase customer satisfaction by 20%. McKenzie 2014

According to a RightNow Survey, 86% are willing to pay up to 25% more for a better customer experience. 

Gartner Survey found that by 2017, 89% of businesses will compete mainly on customer experience.

86% of senior-level marketers said it’s absolutely critical or very important to create a cohesive customer journey in the Salesforce 2015 B2B Survey.

Tempkin Group Study found from 2013 found 63% of companies expect to spend more on customer experience.

50% use a company more frequently after a positive customer experience. Source

According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations.

73% of companies with positive customer experience impact value the link between customer experience and business results. Source

59% of 25-34 year-olds share poor customer experiences online. Source

According to McKinsey, maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. 

According to ThinkJar, 70% of companies that deliver best-in-class customer experience use customer feedback, versus industry average of 50% and 29% for laggards

Harvard Business Review: Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. 

Online reviews have a strong influence on the buyer’s decision, with 90% saying reviews played a part in their decision. Source

Research by Kolsky found that 84% of organizations are now embracing the customer experience model.

2013 Deloitte Global Contact Center Survey found 62% of organizations view customer experience provided through contact centers as a competitive differentiator


The Gartner Survey summarized "It’s clear – more emphasis will be on the experiences a company delivers to create a competitive advantage."

In Loyalty360 Mercedes Benz USA President and CEO Steve Cannon said, “Customer experience is the new marketing.”

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