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Customer experience champions often face an uphill battle trying to start new initiatives or change their company’s mindset. It often isn’t as easy to see the value of customer experience as it is to see the ROI of other investments. However, customer experience is incredibly valuable. Executives often won’t invest in customer experience without “proof,” even if the writing is on the wall. Here is actual proof you can share with your teams. Without a customer focus, companies simply won’t be able to survive. We are living in a time where we face the commodity trap. Too many of our products and services are the same. To stand out in a sea of sameness, customer experience is the only way to to do that. These 50 statistics prove the value of customer experience and show why all companies need to get on board.
50 Stats Proving The Value of Customer Experience For Your Business
Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.
Two-thirds of companies compete on customer experience, up from just 36% in 2010.
Companies that lead in customer experience outperform laggards by nearly 80%.
84% of companies that work to improve their customer experience report an increase in their revenue.
73% of companies with above-average customer experience perform better financially than their competitors.
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96% of customers say customer service is important in their choice of loyalty to a brand.
83% of companies that believe it’s important to make customers happy also experience growing revenue.
Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.
73% of consumers say a good experience is key in influencing their brand loyalties.
77% of consumers say inefficient customer experiences detract from their quality of life.
Customer-centric companies are 60% more profitable than companies that don’t focus on customers.
Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion.
Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company.
American consumers will pay 17% more to purchase from a company with a reputation for great service.
Companies that excel at customer experience have 1.5 times more engaged employees than less customer-focused companies.
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Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average.
Companies with engaged employees outperform the competition by 147%.
81% of companies view customer experience as a competitive differentiator.
68% of customers say the service representative is key to a positive service experience.
The top reason customers switch brands is because they feel unappreciated.
64% of companies with a customer-focused CEO believe they are more profitable than their competitors.
63% of CEOS want to rally organizations around customers as the top investment priority.
90% of CEOs believe the customer has the greatest impact on their business.
Customer experience leaders are more likely to have senior executives leading company-wide efforts.
22% of Fortune 100 companies have a C-level customer officer, compared to 10% of Fortune 500 and 6% of Fortune 1000.
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90% of CEOs believe customers have the biggest impact on company strategies.
75% of customer experience management executives gave customer experience a top score for being incredibly important to business.
59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer-focused CEO reporting growth.
39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer.
90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience.
77% of consumers view brands more favorably if they seek out and apply customer feedback.
Companies that earn $1 billion a year will see an average gain of $700 million within three years of investing in customer experience.
Customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience.
69% of U.S. consumers shop more with brands that offer consistent experiences in store and online.
Companies that use tools like customer journey maps reduce their cost of service by 15-20%.
Companies that have embraced digital transformation are 26% more profitable than their peers.
The top 10 most empathetic companies increased their financial value more than twice the bottom 10 companies.
Offering a high-quality customer experience can lower the cost of serving customers by up to 33%.
71% of the companies say the cloud has influenced the customer experience.
65% of companies say improving their data analysis is very important to delivering a better customer experience.
Two-thirds of customers will share personal information with brands, but only in exchange for some kind of value.
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences.
70% of Americans have spent more money to do business with a company that offers great service.
Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85%.
A 2% increase in customer retention is the same to profits as cutting costs by 10%.
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87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience.
52% of marketers adapt their strategies and tactics based on customer interactions and feedback.
80% of customers say they are more likely to do business with a company if it offers personalized experiences.
75% of marketers say they will be responsible for the end-to-end experience over the customer’s lifetime.
62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years.
Blake Morgan is a keynote speaker, customer experience futurist and the author of two books including her new “The Customer Of The Future.” Stay in touch with her weekly on her newsletter.
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