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• Customer experience has fast become a height priority for businesses and 2022 will be no dissimilar. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore information technology?

• Customers no longer base of operations their loyalty on cost or product. Instead, they stay loyal with companies due to the feel they receive. If y'all cannot keep upward with their increasing demands, your customers volition go out you.

• Cross-device shopping via a wide range of channels has made it hard for companies to maintain consistency. Processes and technologies need to change in order to provide a consequent experience across all platforms.

It wasn't too long ago when every business claimed that the primal to winning customers was in the quality of the product or service they evangelize.

But, things have changed.

Now, an even more than important success factor has appeared.

Providing the best customer feel.

Nosotros recently asked i,920 business concern professionals to share their number ane priority for the adjacent 5 years.

The results?

Customer experience (or CX) came in first (beating product and pricing).

It's no surprise that customer experience is the number one priority.

The Temkin Group found that companies that earn $1 billion annually tin can expect to earn, on average, an boosted $700 million within 3 years of investing in customer experience.

For SaaS companies in detail, they can expect to increase revenue past $ane billion.

That's correct.

Investing in CX initiatives has the potential to double your revenue within 36 months.

And then, where is this acquirement growth coming from?

The customer's wallet.

A practiced customer experience means your customers will spend more.

In fact, 86% of buyers are willing to pay more for a swell customer experience.

The more than expensive the item, the more they are willing to pay, according to a research from PWC.

For example, customers are willing to pay a cost premium of up to 13% (and as high as 18%) for luxury and indulgence services , simply by receiving a dandy client experience.

CX also influences on-the-spot purchasing, as well - every bit49% of buyers accept made impulse purchases after receiving a more personalized feel.

Simply the most convincing reason why CX has become and then important is this:

A Walker written report found that at the end of 2020, customer experience volition overtake cost and product as the key make differentiator.

If CX is to play an important part in your 2022 plans (and it should!), use this article to stay alee of the top customer experience statistics in the upcoming year.

At SuperOffice, nosotros've helped thousands of companies employ sales, marketing and client service to improve the customer experience. This gives us admission to information and insight into how consumers feel about the experience they receive - which we'll be sharing in this report (And unlike other lists, these CX stats are completely up to date).

What is customer feel?

Customer experience is your customers' perception of how your company treats them. These perceptions touch on their behaviors, and build memories and feelings to drive their loyalty.

In other words – if they like you and continue to similar you, they are going to practice business organisation with you for a long time and recommend you to others.

So, it'south easy to run into why it's important for so many companies to focus on CX.

Simply, in order for your customers to like you, you need to get to know them. You need to invest in the long-term human relationship (also known every bit relationship marketing), because when you lot understand who they they are, you are able to deliver a personalized experience across the entire customer journey.

Simply gaining this in-depth knowledge about customers isn't something that just happens. You need to collect customer data (i.e.Voice of Customer data) and bring out valuable insights from that data with speed and precision.

The good news is that it doesn't affair what kind of business organisation you're in - improving the experience for your customers has been proven (time and time again) to increase retention, satisfaction and revenue.

And then, what tin can you exercise to create a positive client experience?

Permit'south take a await at the most important trends.

1. Customer experience is the new battlefield

No one wants to practise business with a company that treats yous poorly.

And how yous feel subsequently an interaction with a customer service center has a huge impact on your time to come purchase decisions. A good interaction keeps yous happy and satisfied, while a poor interaction could lead to yous cease doing concern with that company again.

Information technology'south because of these extremes why 88% of companies at present prioritize client experience in their contact centers. Yes, it's that of import.

And it'southward easy to come across why. If a customer is choosing to do business based on CX, then that's where y'all have to stand up out!

In fact, more than two-thirds of companies now compete primarily on the basis of customer experience – up from just 36% in 2010!

Therefore, if you desire your customers to take a positive feel,you have to invest in it.

Information technology makes sense, right?

The sorry news is that less than half of all organizations will be investing in the client experience next yr.

In fact, our own inquiry found that only 44% will increment the investment in their CX initiatives.

Merely if you are investing in CX, where do you begin?

According to Gartner's enquiry, companies that successfully implement customer experience projects begin by focusing on how they collect and analyze customer feedback.

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

two. The importance of multi-aqueduct servicing volition increase

Companies interact with their customers across multiple channels, which tin can be through forms on their website, live chat, social media and more.

However, while customers may exist positive and accept different service levels from different channels, they as well wait that the communication remains consistent.

Are yous providing a consequent feel across all channels, both online and offline?

It can be challenging, but the gilded standard here is IKEA.

If you visit any IKEA store around the world, you volition get the same experience. IKEA invests heavily into customer experience.  This year lone, they've opened more than stores, invested in its abode delivery network and launched a brand new app - all to the benefit of their customer.

And the pay off has been huge! Not only is IKEA i of the most beloved companies in the earth, only their almanac revenues have now reached more than $40 billion worldwide.

And it'south this level of execution and result that is driving more than companies to invest in the omni-channel feel.

In fact, in their 2020 report, PWC plant that the number of companies investing in the omni-channel feel has jumped from 20% to more than fourscore%.

Adding to this, Adobe recently plant that companies with the strongest omni-channel customer appointment strategies enjoy a 10% Y-O-Y growth, a 10% increase in average order value and a 25% increase in close rates. It sounds like a no brainer to invest in CX, right?

3. Mobile client experience is priority

When it comes to providing a positive feel across different channels, mobile customer service is expected to soar.

The reason is simple – a bad mobile experience can do serious harm to your brand!

For instance, 57% of customers won't recommend a business organization with a poorly designed website on mobile. And if a website isn't mobile-friendly, 50% of customers volition stop visiting information technology, even if they like the business.

By not providing a positive mobile feel, you're putting business concern growth in jeopardy, equally the graphic below shows.

It's no longer the question whether the mobile experience is of import or non.

We know it is!

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending refuse.

Then information technology comes as no surprise why 84% of companies who claim to be customer-centric are at present focusing on the mobile customer experience.

Even so, for companies that aren't, they've been slow to adapt to this tendency – especially when it comes to customer support – every bit an overwhelming 90% of customers report having a poor experience when seeking client back up on mobile devices.

The virtually mutual complaints being navigation, site search and load times.

There is a huge gap that needs to be taken seriously.

If your customers cannot navigate your website with ease and discover what they are looking for, then you frustrate them. And you lose them.

4. Customer frustration will lead to churn

According to Esteban Kolsky, 72% of customers volition share a positive experience with half dozen or more than people. On the other mitt, if a customer is not happy,13% of them will share their feel with fifteen or even more.

The challenge here lies in the fact that, in almost cases, customers don't tell yous they're unhappy. In fact, only 1 in 26 unhappy customers actually mutter.

The rest, they just leave, Kolsky claims.

For many companies, the absence of negative feedback is a sign of satisfaction.

Only, every bit the inquiry shows, this might not be the case. Your customers may not be happy, or worse, they're sharing their bad experiences with others.

Customer expectations are at an all-time high and it's a tough time for companies to see and exceed them.

Fifty-fifty if yous provide a positive customer experience ix out of x times, that one time you do non could exist fatal.

In their future of CX report, PwC surveyed fifteen,000 consumers and plant that1 in 3 customers will leave a make they love later just one bad experience, while 92% would completely abandon a visitor after ii or three negative interactions.

What constitutes as a bad experience?

Sometimes, it'south as simple equally poor follow-up.

Our own research found that very few companies follow upward with their customers. Put simply, you lot can avoid many of these poor experiences by sending a follow-upward email.

v. Self-service help will be the get-go choice

In 2022, companies should ensure that customers are able to find answers to their questions using a wide-range of self-service options.

Today, 67% of customers prefer self-service over speaking to a company representative.

Furthermore, 91% of customers would use an online knowledge base of operations, if information technology were available and tailored to their needs.

Customers are willing to discover the answers themselves. So much then, that by 2030, Gartner estimates thata billion service tickets will be raised automatically by client-owned bots.

To handle this demand, companies are turning to Bogus Intelligence (AI).

In 2019, 25% of all customer interactions were automated through AI and machine learning. With 90% of companies now planning to deploy AI within 3 years, this number is expected to abound to 40% by 2023.

In the short-term, y'all need to make sure that when a client has a problem, the right tools are available to them, so they can solve it, themselves.

In the long-term, you need to recall about how AI and technology can help you ameliorate customer experience.

Conclusion

With ix out of ten businesses competing mainly on customer experience, it'due south the organizations that take customer experience seriously that will stand up out from the noise and win loyal customers over.

One thing is for sure, in order to deliver a positive experience, you have to know your customers better than ever earlier.

This means creating complete client profiles that help you understand and measure your customers' behavior at every touch point, and beyond multiple channels.

(1 mode to handle this is by using a CRM.)

Once you lot know your customers well enough, you can apply that cognition to personalize every interaction. Customers these days have more than power and choices than ever earlier. Thus, you are responsible for understanding and acknowledging their needs.

If yous make sure their interaction with your company is shine, pleasant and continuously improving, y'all volition drive make loyalty. If not, you'll give your competitors the best gift y'all can – your customers.

What is your favorite customer feel trend? Are there whatever important customer experience statistics we missed?

Let me know by leaving a annotate beneath.

P.S. If yous got something valuable from these client experience statistics, please think to Tweet about it here!

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Source: https://www.superoffice.com/blog/customer-experience-statistics/

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