Why should companies invest in customer experience?
+ Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
+ For SaaS companies, it's even more important to invest in CX! They can expect revenue to increase by $1 billion in that same timespan.
How does good CX help increase revenue and customer retention?
+ 86% of buyers are willing to pay more for a great customer experience.
+ 49% of buyers have made an impulse purchase after receiving more personalized customer service.
+ 72% of customers will share a positive experience with 6 or more people.
+ Companies with the strongest omni-channel customer engagement strategies enjoy a 10% year-on-year growth, a 10% increase in average order value and a 25% increase in close rates.
How does bad CX decrease revenue and customer retention?
+ 57% of customers won't recommend a businesses with a bad mobile experience.
+ 55% of customers say 'a bad mobile experience makes me less likely to engage with a company'.
+ If a customer is not happy, 13% of them will share their experience with 15 or more people.
+ 33% of customers will leave a brand they love after just one bad experience.
+ 92% of customers will completely abandon a company after 2 or 3 negative experiences.
+ Only 1 in 26 customers will complain about a bad experience. The rest will say nothing before churning.
What are the main reasons companies invest in CX?
+ 32% of companies invest in CX to improve customer satisfaction.
+ 42% of companies invest in CX to improve cross-selling and upselling.
+ 33% of companies invest in CX to improve customer retention.
What are companies doing to prioritize and improve CX?
+ 88% of companies now prioritize customer experience in their contact centers.
+ More than 2/3 of companies now compete primarily on the basis on CX.
+ That number is up from only 36% in 2010.
+ PWC found that the number of companies investing in omni-channel experiences jumped from 20% to more than 80%
+ 84% of companies that claim to be customer-centric are now focusing on the mobile customer experience.