10 Hard-Hitting Stats on the Importance of the Customer Experience

Customer Experience, Customer Service

Incredible customer experiences don’t exactly happen by accident.

Those wow-worthy moments, the ones that build emotional connections to brands, are a product of intent. The companies that reliably create them for customers can do so because they’ve made the customer experience a top priority.

There’s every reason in the world to invest in making your customer experience as stellar as it can be – but sometimes we all need some hard facts and figures. Here are some customer experience research and statistics below to help illustrate why excellent customer experience makes such 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: Why Customer Centricity Delivers Great Customer Experiences

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: 10 Ways To Exceed Expectations in Customer Service

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: The Strengths (And Limitations) of Customer Experience Mapping

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

Start enhancing your customer experience

Put simply: If you aren’t already – it’s time to focus on building something wonderful for your customers. And that’s exactly where we come in: Glance’s Guided CX software is specifically built to connect your customers directly to people in your organization, exactly where and when they need help.

With a single click of a button, your customers can screen share, cobrowse and video chat with an agent. It all adds up to a remarkably helpful, remarkably human experience.

We’d love to show you what we mean! Book a quick demo here