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Facts about Customer Experience - [Drive Loyalty and Growth]

Updated: Jun 3

facts about customer experience
Photo by Mikhail Nilov [Pexels]

Facts about Customer Experience:

This blog post aims to focus on the 'facts about customer experience' that have been collectively shared here. It also includes related quotes and expert opinions that I think are quite important.

In fact, I have personally come across these while reading email newsletters, case studies, market research papers, blogs, industry publications, and reports.

Facts about Customer Experience:

By the way, this post may be saved, shared, or bookmarked as it goes through timely revisions or updates depending on fresh information.

“86% of buyers are willing to pay more for a great customer experience” - Adobe Accelerator eBook Series

“Referred customers are 18% more loyal than those who aren’t and spend 13% more on purchases. Since these new customers will have been referred to you by someone they know, they’re more likely to have a positive customer experience” HubSpot

Customer experience has become crucial to any brand’s success. According to the CX report, 85% of US residents claimed that customer experience could make a small company win their business over a large company” – Convince & Convert

“In fact, a whopping 85% of marketers who participated in a recent Ascend2 survey said that delivering an exceptional customer experience is an extremely important part of their strategy” CONVINCE & CONVERT

“38.9% say small businesses offer better overall customer experiences” American Express and PayPal Survey [Retail Dive Newsletter]

“We know that 80% of customers say they’ll switch brands as a result of bad customer experience (and 43% will churn after just a single negative interaction)” – Qualtrics [Global Consumer Trends 2023, US]

“Improving the way customers see your brand will lead to better reviews, higher customer satisfaction rates, and a more enjoyable customer experience. The happier customers are, the more repeat purchases you’ll secure, and the higher your long-term revenue will be” CoSchedule

"Around seven in ten marketers credit AI with enhancing the overall customer experience” - HubSpot’s 2024 State of Marketing Report

"89% of consumers have switched to a competitor following a poor customer experience (Harris Interactive)" - Social Media Today Newsletter

customer experience can win

“More than 60% of customers expect that the data they trust marketers to handle will be used to improve their customer experience with personalized marketing experiences” – litmus’s personalization lessons report

“45.9% of customers will prioritise customer experience over pricing and product in the next 5 years” – Adobe Accelerator eBook Series

“High-quality content improves the customer experience. It facilitates onboarding and helps your customers get the most out of your products” Semrush

“A unique brand experience captures customers’ attention, provides excellent customer care and encourages authentic engagement, leading to an elevated customer experience” Sprout Social

“To deliver positive and effective service interactions, customer data and product knowledge need to be at the agent’s fingertips. B2B organizations need to think not only about the customer experience but the employee experience” - Oracle and Ascend2 Survey Report

Here's related information that you may find helpful – What is the difference between customer experience and user experience?

“Marketing is all about the customer experience, and AI can help marketers deliver the best experience for their visitors to convert them into leads. AI can help increase customer retention and loyalty, delight customers with personalized content, and improve assets” HubSpot 

“Being honest with your customers about any issues, problems, and obstacles that may affect their shipment is the best way to provide a positive customer experience—no matter what unforeseen circumstances may arise” Klaviyo

“The advent of AI isn’t just an opportunity to refine existing processes—it’s an opportunity to create innovative customer experiences” Sprout Social

“Creating a great customer experience is a top priority for most brands because customers value the entire journey, not just the products or services they purchase” MarTech

“Consumers and decision makers expect brands to keep up with technology and consistently optimize the customer experience, or they can easily upgrade to a better option” HubSpot’s 2023 State of Marketing Report

“Remember, your competition is made up of literally millions of other ecommerce brands. The products and services that we offer as ecommerce entrepreneurs are important, but if we don’t work at creating a great customer experience, our customers may not care to shop with us again” Jeff Bullas

“Accessible websites aren’t just good for SEO, they also help build reputational trust with users, generate more business, and improve customer experience” HubSpot

“The universal goal of most marketing leaders is to create seamless, personalized customer experiences that resonate with audiences on a profound level, inspiring trust and loyalty” Search Engine Land

“More than two out of five smartphone users say they are willing to give brands their personal information in order to have a more personalized customer experience” - The 2023 Mobile Consumer Trends Report by Vibes and Industry Dive's studioID

Data gathered from chatbot conversations can be used to improve the customer experience, plus inform product descriptions, development and personalization” Sprout Social

“Almost 40 per cent of customers make a purchase after talking with an agent who provides an enhanced customer experience, so again, this is a key ecommerce website design feature that is beneficial not just for the customer, but also for the brand” Jeff Bullas

“As consumer expectations accelerate, experiences must evolve. Modern marketing now mandates seamless end-to-end customer experiences that maximise engagement across the entire customer journey” – Adobe Email

“Content moderation is essential to social media wellness. It’s a continuous process that helps ensure social activity is strengthening your brand, improving customer experiences, and generating returns” – LiveWorld

Sellers need to meet customers where they are by employing hyper personalized messaging that addresses the customers' end goals, and they must use new and emerging technologies in commerce to create a seamless, frictionless customer experience” MarketingProfs

Nothing helps brand reputation and loyalty more than a great customer experience and nothing ruins it like a bad one” – Data Axle

“As many companies face strict budgets amid economic uncertainty, it’s critical for marketing leaders to optimize the ROI of every channel and campaign. By offering tailored customer experiences and clear, relevant content, marketers will see a direct impact on customer retention and acquisition rates” – Wunderkind and Retail Dive Report

Here's related information that you may find helpful – Use of Personalization and AI in Enhancing the Customer Experience

“Companies that use a social media customer care program to connect and converse in ways that make their brand more human and personalize their customer experience will win in 2023 and beyond” - Social Media Marketing Trends 2023 by Social Media Examiner

“Bringing all your data — both structured and unstructured — into your customer experience (CX) program should be priority number one in 2023 because without it, you’re not tuned in to the vast majority of customer data” Qualtrics [Global Consumer Trends 2023, US]

“A customer experience has many touch points — and they’re not always smooth. This is a frustrating experience, but it doesn’t have to be. To foster a more seamless customer connection, you should get your entire company on board a single internal platform where everyone can swap data and chat in real time about any account, opportunity, or contact record” – Executive Guide to Customer Engagement [Salesforce]

“In the online reputation management industry, the customer experience reigns supreme. Brands need to ensure that from the very first touchpoint through product or service delivery, customer needs and expectations are met” Search Engine Journal

"As companies fine-tune their strategies to align with consumer expectations, the emphasis is on delivering compelling services and rewards that respect privacy while enhancing the customer experience” 2024 Marketing Outlook by Vericast

According to a study recently carried out by Emplif (a Customer Experience platform), the discovery and purchase of products through social media channels are expected to grow by 31.4% annually, between 2020 and 2027.

“Content innovation drives meaningful customer experiences, helps brands reach a broader audience, and interacts with potential buyers on a personal level” Search Engine Journal

“Over the next two years, marketers are considering a diverse slate of potential uses for AI, with multiple areas of opportunity relating to the customer experience, including personalization, interaction, and customer service, dominating the top 5” - 2023 State of B2B Digital Marketing Report by Wpromote

Here's related information that you may find helpful – Is the Customer Experience the Same as Customer Service? [Know the crucial distinctions].

“AI can help businesses analyze customer data to provide personalized product recommendations that are tailored to each individual shopper's preferences, optimize pricing for shifts in the market, and customize customer experiences with their brand” State of Ecommerce 2023 Report by Semrush

“Online reviews, whether on your website, Google, or industry-specific review platforms, are a direct reflection of customer experiences and satisfaction” Level343

“Brands have to be proactive about the privacy concerns their customers have by being transparent in two important areas — customer experience (CX) and data collection and enrichment. Only in this way can brands build trust, and with that, a competitive edge” MarTech

“Rather than depersonalize the customer experience, AI can actually enhance engagement, improve accuracy of billing and tracking, and pass off issues to humans for a correct and rapid resolution” – MarketingProfs

“Content innovation drives meaningful customer experiences, helps brands reach a broader audience, and interacts with potential buyers on a personal level” – Search Engine Journal

“A brand’s online success relies on interconnected variables. Two critical facets of this interdependent digital ecosystem are search engine optimization (SEO) and customer experience (CX)” Search Engine Land

"The urgency to meet and exceed customer expectations has significantly driven martech’s remarkable growth” MarTech

“Enhancing customer experience (CX) should be a top priority for B2B marketers. Slow load times are the most significant frustration factor, impacting 18% of B2B visitor sessions, a Contentsquare study reveals” Search Engine Land 

“42% of brands say that their top customer engagement challenge in 2023 is finding a balance between security and customer experience” - Twilio's The State of Customer Engagement Report 2023

“More than 80% of marketers agree that data-driven personalization is very or extremely important for improving customer experiences, but, only 48% of marketers said their companies are collecting enough data for this effort” ICUC Social

conversational AI and improve customer experience
Image Content Source - Semrush

“When asked, “What are the top 3 benefits you associate with data-driven personalization?”, improved customer experience (49%), deeper customer insights (38%) and competitive advantage (34%) rank at the top” - The 2024 State of Data-Driven Personalization in Marketing by ICUC Social and Convince & Convert

“B2B companies that transformed their customer experience strategies not only increased their client satisfaction scores but also experienced revenue growth of 10-15%, according to McKinseyMarTech

Here's related information that you may find helpful – Role of Chatbots in Enhancing the Customer Experience

“AI has rapidly reshaped marketing. It’s not just an add-on tool but a fundamental game-changer in crafting bespoke customer experiences” MarTech

“77% of marketers who use gen. AI say it helps them create more personalized content, personalize the experience customers get with their company (72%), improve the overall customer experience (71%), and understand their customers better (71%)” HubSpot

“Hyper-targeting supports effective, automated segmentation and targeting to improve the customer experience. In other words, consumers will feel as though you’re talking specifically to them” Vibes Playbook

“Marketing data — used strategically — can help brands enhance the customer experience, boost efficiencies and build brand authority” – Marketing Dive

“Address Negative Reviews Constructively – Negative reviews provide opportunities for improvement. Acknowledge and address negative feedback openly, demonstrating a commitment to enhancing the product and customer experience” B2B SaaS Reviews

“Great customer experience is the foundation on which today’s buyers are kept, and tomorrow’s are won” Qualtrics

“Fully 90% of sales and marketing professionals agree that when initiatives and messages are aligned, they have a positive impact on customer experienceMarketingProfs

“Providing high-quality customer experiences is critical to building long-term relationships. According to Salesforce, 80% of customers report that customer experience matters just as much as product and service quality” Semrush’s Digital Trends 2024 Report

"connecting your customer experience stack with mobile engagement platforms, brings SMS, MMS, Mobile Wallet and advanced analytics to the marketing tools you use every day to make your campaigns more powerful” Vibes Report

“Dealing with printing issues like unpredictable costs or poor quality is tricky enough — but these kinds of problems become even more complex when they negatively impact the customer experience” - The State of Marketing and Print Projects 2024 Report by Fedex Office

“Be aware of review trends. Reviews are essential to the customer experience” Search Engine Land

Keep checking back on this post on facts about customer experience for future updates.

Here's related information that you may also find helpful – What Drives Brand Loyalty? [Know these 7 most important factors].

P.S: Ready to [unlock the power of digital marketing] and drive [your] business forward? – Access my forum today

P.S.S: Please don’t forget to forward this blog post to your network so they can get the best tips, practices, strategies, education, resources, & tools to help their businesses grow [sharing is caring].

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