In other words – if they like you and continue to like you, they are going to do business with you for a long time and recommend you to others. These perceptions affect their behaviors, and build memories and feelings to drive their loyalty. What is customer experience?Ĭustomer experience is your customers’ perception of how your company treats them. If CX is to play an important part in your 2022 plans (and it should!), use this article to stay ahead of the top customer experience statistics in the upcoming year.Īt SuperOffice, we've helped thousands of companies use sales, marketing and customer service to improve the customer experience. This gives us access to data and insight into how consumers feel about the experience they receive - which we'll be sharing in this report (And unlike other lists, these CX stats are completely up to date). The more expensive the item, the more they are willing to pay, according to a research from PWC.įor example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services, simply by receiving a great customer experience.ĬX also influences on-the-spot purchasing, too - as 49% of buyers have made impulse purchases after receiving a more personalized experience.īut the most convincing reason why CX has become so important is this:Ī Walker study found that at the end of 2020, customer experience will overtake price and product as the key brand differentiator. In fact, 86% of buyers are willing to pay more for a great customer experience. So, where is this revenue growth coming from?Ī good customer experience means your customers will spend more. Investing in CX initiatives has the potential to double your revenue within 36 months. The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.įor SaaS companies in particular, they can expect to increase revenue by $1 billion. It’s no surprise that customer experience is the number one priority. We recently asked 1,920 business professionals to share their number one priority for the next 5 years.Ĭustomer experience (or CX) came in first (beating product and pricing). Now, an even more important success factor has appeared. It wasn’t too long ago when every business claimed that the key to winning customers was in the quality of the product or service they deliver. Processes and technologies need to change in order to provide a consistent experience across all platforms. Cross-device shopping via a wide range of channels has made it difficult for companies to maintain consistency.If you cannot keep up with their increasing demands, your customers will leave you.
Instead, they stay loyal with companies due to the experience they receive.
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