Customer experience can be hard to measure with a KPI or a specific metric, but it has an outstanding impact on whether your customers are happy with and loyal to your brand. It’s important to be mindful of trends in the space so you can quickly adapt your strategy to the latest industry insights and create a beloved customer experience.
Customer Experience Statistics
66% of customers expect companies to understand their needs. Customers will spend more for a good experience. Customer-centric companies are 60% more profitable than companies that aren’t. Business leaders agree that prioritizing worker happiness gives companies a competitive advantage and makes it easier to retain talent. Here are some stats that we’re paying attention to for this upcoming year.
1. 66% of customers expect companies to understand their needs.
Understanding the customer’s needs is a common challenge for many businesses and studies show that this will become a make-or-break benchmark for most companies. Salesforce surveyed over 6,000 consumers and found that 66% of them expected companies to understand their needs and expectations. In addition, 82% of survey respondents expect retailers to be able to accommodate their preferences and meet their expectations. This doesn’t leave very much wiggle room for your marketing and customer service strategy to fail. If you want to deliver a sound customer experience, then it’s imperative that you create a customer-centric company that is focused on fulfilling customer needs.
2. Customers will spend more if they know they’ll receive excellent service.
Understanding the customer’s needs is a common challenge for many businesses and studies show that this will become a make-or-break benchmark for most companies. Salesforce surveyed over 6,000 consumers and found that 66% of them expected companies to understand their needs and expectations. In addition, 82% of survey respondents expect retailers to be able to accommodate their preferences and meet their expectations. This doesn’t leave very much wiggle room for your marketing and customer service strategy to fail. If you want to deliver a sound customer experience, then it’s imperative that you create a customer-centric company that is focused on fulfilling customer needs.