14 Awesome Facts You Need To Know About Customer Experience

I came across this article on customer experience the other day so I pulled out my favourites, which just happened to 14 in total. Love this stuff cause its so True.

 

  1. Research shows that 55% of consumers are willing to pay more for a guaranteed good experience. The word ‘guaranteed’, noting customers are no longer satisfied with just being promised a good experience.
  2. 86% of consumers are willing to pay more for an upgraded experience. Upselling better experiences can generate incremental revenue and bolster customer loyalty.
  3. Customer frustration leads to the following: 13% tell 15 or more people if they’re unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
  4. 67% of consumers site bad experiences as reason for churn.
  5. Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference.
  6.  91% of unhappy customers who are non-complainers simply leave.
  7.  It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
  8. 65% of companies are able to successfully upsell or cross-sell to existing customers.
  9. Only 12% of companies are able to successfully upsell or cross-sell to new customers.
  10.  75% of brands do not know what engagement means – but are measuring “it”
  11.  66% of consumers who switched brands did so because of poor service
  12.  85% of customer churn due to poor service was preventable.
  13.  11% of customer churn good be prevented by simple company outreach.
  14.  67% of customer churn is preventable if the customer issue was resolved at the first engagement.

 

So what does all this mean? Take customer experience seriously!

 

Reference; http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html

 

Ben Nowlan

Ben Nowlan

Co-founder at Sherpa

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