18 Statistics that Show the Customer sets the Value of Your Online Communication

#customerexperience, #marketlistening, #statistics

It is the web user - or attention customer - who sets the value of your media by their time and depth of engagement.

Attention customers can convert to paying customers. So, design your media to add value. Design it from the outside in.

Customers are 5.2X more likely to purchase from companies with a great customer experience.  (Kapost B2B Customer Experience Benchmark Report 2016

One of the top 10 Gartner predictions: By 2017, 50% of consumer product investments will be redirected to customer experience innovations.

An Econsultancy Survey show B2C businesses ranking Customer Experience first (at 21%) when asked "What is the single most exciting opportunity for organizations". B2B businesses ranked it second (also at 21%) after content marketing.

Companies that focused on maximizing satisfaction, with regard the entire customer journey, have the potential to increase customer satisfaction by 20%. McKenzie 2014

According to a RightNow Survey, 86% are willing to pay up to 25% more for a better customer experience. 

A Gartner Survey found that by 2017, 89% of businesses will compete mainly on customer experience.

86% of senior-level marketers said it’s absolutely critical or very important to create a cohesive customer journey in the Salesforce 2015 B2B Survey.

A Tempkin Group Study found  from 2013 found 63% of companies expect to spend more on customer experience.

50% use a company more frequently after a positive customer experience. Source

According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations.  

73% of companies with positive customer experience impact value the link between customer experience and business results. Source

59% of 25-34 year-olds share poor customer experiences online.   Source

According to McKinsey, maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.

According to ThinkJar, 70% of companies that deliver best-in-class customer experience use customer feedback, versus industry average of 50% and 29% for laggards

Harvard Business Review: Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.

Online reviews have a strong influence on the buyer’s decision, with 90% saying reviews played a part in their decision. Source

Research by Kolsky found that 84% of organizations are now embracing the customer experience model.

A 2013 Deloitte Global Contact Center Survey found 62% of organizations view customer experience provided through contact centers as a competitive differentiator

The Gartner Survey summarized "It’s clear – more emphasis will be on the experiences a company delivers to create a competitive advantage."

In Loyalty360 Mercedes Benz USA President and CEO Steve Cannon said, “Customer experience is the new marketing.”