eCommerce and B2B: 30+ Customer Experience Trends and Statistics for 2015 [cont’d]

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The Future of Customer Experience

In just a few years 89% of businesses will compete mainly on customer experience. source
By 2020, the customer will manage 85% of its relationship with an enterprise without interacting with a human. source
By 2020, customer experience will overtake price and product as the key brand differentiator. source

90% of customer experience decision makers say that a good experience is critical to their success. source
91% of organizations said they aspire to be among the customer experience leaders in their industry, yet only 37% had started a formal CXM initiative. source
92% of organizations that view customer experience as a differentiator offer multiple contact channels. source
While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same. source
63% of customer experience decision-makers think the importance of the customer experience has risen. source
Almost 62% of companies think mobile customer service is a competitive differentiator. source
67% of companies believe that social customer service is the most pressing short-term priority for the contact center. source
78% of marketers say they try to differentiate through customer experience. source

Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. source
Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. source
74% of survey respondents cited being “extremely frustrated” when having to contact a company multiple times for the same reason. Other sources of frustration include:
- Being on hold for a long time when contacting the company (69%)
- Having to repeat the same information to multiple employees or through multiple channels (66%);
- Dealing with employees or self-help sites/systems that cannot answer my questions (64%)
- Dealing with employees who are unfriendly or impolite (66%). source
68% of customers say they’ve switched service providers because of poor customer service. source
95% of dissatisfied customers tell others about their bad experience. source
71% of customers say that valuing their time is the most important thing a company can do to provide good service. source
75% of consumers think companies should make answers to all their common questions available via smartphones. source
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. source
95% of companies fail to exceed the expectations of their customers. source
80% of customers say that companies do not have the context of their last conversation. source

83% of those surveyed said they liked—or even loved—when a company responded to them on social. source
63% of millennials say they stay updated on brands through social networks. source
51% of millennials say social opinions influence their purchase decisions. source
46% of millennials “count on social media” when buying online. source
Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. source
42% of people will tell their friends about a good customer experience on social; 53% will talk about a bad one. source
47% of Americans say Facebook is their #1 influencer of purchases. source
Failure to respond via social channels can lead to a 15% increase in the churn rate. source
60% of organizations still cite marketing (not customer experience) as the main function of social channels. source

74% of consumers have spent more due to good customer service. source
Three out of four consumers have spent more with a business due to a history of good customer service. source
Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. source
86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. source
When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. source.
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. source
U.S. brands lose approximately $41 billion each year due to poor customer service. source
Opinions from participants in social communities influence purchasing decisions for 74% of online shoppers. source

CX executive dashboards and customer journey mapping are the two customer experience activities that had the largest increase in focus for 2014. source
The highest marketing technology investment in 2014 was customer experience, followed by marketing operations and analytics. source
42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. source.

Over half of all customer interactions happen during a multi-event, multi-channel journey. source
It takes 12 positive customer experiences to make up for one negative experience. source
83% of online shoppers need support to complete a purchase. source
More than two-thirds of 2,000 consumers who encountered a customer service or customer experience issue on a brand’s website left the site or visited a competitor. source

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