10 Stunning Customer Experience Facts

Customer Experience, Customer Service

Wondering if investing in creating a great customer experience is worth it? I can tell you from a personal point of view that I’m more likely to purchase from a company that offers me a fantastic customer experience. In fact, I’d go so far as to say I’d pay more for something if I knew it was going to be an above average experience, and I’d both bring repeat business and recommend the company to my friends.

You don’t have to take my word for it, though. Research shows that others feel the same way I do. Take a look at the customer experience research and statistics below and see for yourself why excellent customer service makes a difference.

Customer Experience Matters

62% of organizations view customer experience provided through contact centers as a competitive differentiator. ~ Deloitte

86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. ~ CEI Survey

98% of respondents said that customer experience was among the top 3 factors in deciding whether or not to do business with a company. ~ Kissmetrics

Read: 10 Quotes to Inspire You to Amp Up Customer Experience

Good customer experience correlates with consumers’ willingness to repurchase, reluctance to switch, and likelihood to recommend firms. ~ Forrester

70% of buying experiences are based on how the customer feels they are being treated. ~ McKinsey

Read: The Importance of Humanization in Online Customer Experience

92% of organizations that view customer experience as a differentiator offer multiple contact channels. ~ Deloitte

75% of customers believe it takes too long to reach a live agent. ~ Harris Interactive

Read: Top Three Ways Companies Are Changing to Meet Customer Requirements

45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. ~ Forrester

89% of consumers who experience poor service with your brand will leave for your competition. ~ Forrester

On average, loyal customers are worth up to 10 times as much as their first purchase. ~ White House Office of Consumer Affairs

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »