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10 Customer Experience Facts

A wonderful article found at highlights the importance of customer experience in todays day and age. And as we continaully try to improve our own online software to provide a platform to build excellent customer experience, it may be worth highlighting from this article the 10 customer experience facts for 2013 to take note of.

  1. According to a CEI Survey, 86% of buyers will pay more for a better customer experience.  But only 1% of customers feel that vendors consistently meet their expectations.  Source:  Customer Experience: Is it the Chicken or the Egg, Forbes

  2. 40% of organizations cite ‘complexity’ as the greatest barrier to improving multichannel customer experience, overtaking ‘organizational structure’ since 2010.  Source: Econsultancy MultiChannel Customer Experience Report
  3. Only 37% of brands received good or excellent customer experience index scores this year.  64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers. 
  4. 89% of consumers began doing business with a competitor following a poor customer experience. Source: RightNow Customer Experience Impact Report 2011
  5. Customer power has grown, as 73% of firms trust recommendations from friends and family, while only 19% trust direct mail Source: from Forrester’s report “Consumer “Ad-itudes” Stay Strong,” Source:  Forrester Research Blog

  6. 86% of consumers will pay more for a better customer experience.  Source: RightNow Customer Experience Impact Report 2011

  7. Only 26% of companies have a well-developed strategy in place for improving the customer experience.  Source: Econsultancy MultiChannel Customer Experience Report

  8. When asked what were the key drivers for a customer to spend more with a company 40% said improvement in the overall customer experience, and 35% said provide quick access to information and make it easier for customers to answer questions.  Source: Oracle Report: Why Customer Satisfaction is No Longer Good Enough

  9. Even in a negative economy, customer experience is a high priority for consumers. 60 per cent say they often or always pay more for a better experience. Source: Harris Interactive, Customer Experience Impact Report

  10. About 13 per cent of dissatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC)

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Published: 05-02-14 by Rob Lampard

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