10 Useful Customer Experience Statistics For Your 2015 Strategy


2014 will be remembered as the year digital customer experience caught the attention of companies, but in 2015 things will get even more serious. As a matter of fact, downplaying the importance of the customer experience would be a dreadful mistake you want to avoid. It all comes down to the numbers: here are 10 customer experience statistics that describe how the world has become customer-centric. Take them into account when you start planning your next year strategy.

In the age of mobile revolution, price is not the main reason why clients drop out a brand. Poor quality of the experience is the key factor: expectations are higher than ever and the perception of your brand is the lifeblood of your business. Unless your customer experience is optimal, you will not succeed in staying relevant in the mind of your clients, both in the digital and physical world. On the contrary, providing an outstanding customer experience ultimately will lead you to invaluable business results: engagement, loyalty, conversion.

Reassessing your marketing strategy and business plan is no longer an option in markets ruled by new technologies and empowered customers. As the voice of clients continues to get louder, these numbers shed light on why customer experience can no longer be ignored. You can rely on these useful, and somewhat unexpected, statistics – we mainly derived from researches by Gartner and Forrester – to provide you with helpful hints for you next activities.

  1. 80% of the world’s population now carries a mobile device; 94% of smartphone users look for local information on their device; 90% of these take action after search, making a purchase or contacting a business. Going mobile-first is not an option, if you are not living in the past.

  2. 89% of customers have stopped doing business with a company after experiencing a poor customer experience. To understand what’s wrong, start by mapping your customer journey.

  3. 64% of people think that customer experience is more important than price in their choice of a brand. By 2020, customer experience will overtake price and product as the key brand differentiator.

  4. 55% of customers admit that they would gladly pay more for a better customer experience. In the Age of the Customer, you are judged not only by the quality of what you sell.

  5. The probability of selling to a new customer is between 5 and 20%. The probability of selling to an existing client is between 60 and 70%.

  6. It costs 6 times more to attract a new customer than to retain an existing one. Loyalty is cheaper than acquisition, but way more difficult to gain and retain.

  7. Customers are 2 times as likely to share their bad customer service experiences than they are to talk about positive experiences. When the bad vibes spread, you can have the best product and you will struggle nonetheless. So try to keep your Net Promoter Score at the top of the ranking.

  8. It takes 12 positive customer experiences to make up for one negative experience. It will take 2 years for your company to recover from a bad experience.

  9. 50% of customers admit that they usually share with friends and family a negative experience with a brand or retailer while purchasing. Finding innovative ways to connect with your customers is mandatory to survive in ever-changing markets.

  10. A 2% increase in customer retention has the same effect as decreasing costs by 10%. A 10% increase in customer retention levels result in a 30% increase in the value of your company. And don’t forget that technology is essential for engagement, because customers love companies that use emerging platforms.

Although these statistics are surely destined to change, according to the evolution of society, they tell a story every marketer should learn: the customer, not the product or the brand, must be at the core of every strategy you plan and execute. Delivering on the promise of the Age of Customer requires that you get a deeper understanding of your clients and gain insights to offer the best possible digital customer experience.

Numbers are of limited value without a guide. If you want to provide a strategic advantage to your organization download the DCX 7-Steps Checklist crafted by Neosperience, with requirements and insights for a successful digital transformation.

The Digital Customer Experience Blog

This site, published by Neosperience, overviews the advancements of digital customer experience in marketing, technology and society. Neosperience Cloud is the technology platform to create engaging experiences for your customers that drive ongoing loyalty to your brand, and faster paths to purchase. It is the choice of the best companies in the world, Winner of the most prestigious global awards across many industries: Automotive, Communications, Media and Services, Consumer Products, Retail and Distribution, Fashion, Luxury and Beauty, Financial Services, Healthcare, Utilities, Government and Infrastructure, Travel and Transportation.

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