Then, invest in those projects to meet their expectations. Whether you use surveys, web forms, or Net Promoter Score (NPS) programs, read through their comments, suggestions and opinions to see what they expect from you.

In fact, our own research found that only 44% will increase the investment in their CX initiatives.īut if you are investing in CX, where do you begin?Īccording to Gartner’s research, companies that successfully implement customer experience projects begin by focusing on how they collect and analyze customer feedback. The sad news is that less than half of all organizations will be investing in the customer experience next year. Therefore, if you want your customers to have a positive experience, you have to invest in it. In fact, more than two-thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010! If a customer is choosing to do business based on CX, then that’s where you have to stand out! Yes, it’s that important.Īnd it’s easy to see why. It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. A good interaction keeps you happy and satisfied, while a poor interaction could lead to you stop doing business with that company again. No one wants to do business with a company that treats you poorly.Īnd how you feel after an interaction with a customer service center has a huge impact on your future purchase decisions. Customer experience is the new battlefield Let's take a look at the most important trends. So, what can you do to create a positive customer experience? The good news is that it doesn't matter what kind of business you're in - improving the experience for your customers has been proven (time and time again) to increase retention, satisfaction and revenue. Voice of Customer data) and bring out valuable insights from that data with speed and precision. You need to invest in the long-term relationship (also known as relationship marketing), because when you understand who they are, you are able to deliver a personalized experience across the entire customer journey.Īcquiring this in-depth knowledge about customers isn't something that just happens. 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.īut, in order for your customers to like you, you need to get to know them.

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. Unlike other lists, these CX stats are completely up to date. 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. If CX is to play an important role in your 2024 plans, use this article to stay ahead of the top customer experience statistics and trends in the upcoming year.Īt SuperOffice, we've helped thousands of companies use B2B sales, B2B marketing and customer service to improve the customer experience. In fact, 86% of buyers are willing to pay more for a great customer experience.Īnd according to a research from PWC, the more expensive the item, the more they are willing to pay.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:Ĩ1% of organizations already cite CX as a competitive differentiator. So, where is this revenue growth coming from?Ī good customer experience leads to your customers spending more. Investing in CX initiatives has the potential to double your revenue. 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. Truthfully, 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 for the third time in a row. Today, it’s all about providing the best customer experience. While that might have been true two-three years ago, it’s no longer the reason why customers choose to do business with a company. Every business claims that it’s in the quality of the product or service they deliver.

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