Take Mailchimp, a top marketing platform. Everything they build, they build with the customer in mind. Their entire business—from customer support to billing—uses customer data and trends to know which features and functionality customers need most. Using what they learn, they build better products that help more customers. “If you’re not constantly listening and constantly ready for change, you’re going to miss the opportunity,” said Ben Phone Number List Chestnut, Mailchimp CEO and Co-founder. Here are 35 insightful customer experience statistics to consider this year. Investment in CX is critical to bottom-line growth Standout customer service can change anyone’s mind—even your most upset customers. Investing in CX is imperative to retaining customers and driving growth. See for yourself. Of companies that focus on CX, there’s an 80 percent increase in revenue. (Zippia) Customer-centric brands report profits that are 60 percent higher than those that fail to focus on CX.
CX Index 80 percent of leaders plan to increase customer service budgets over the next year. (Zendesk CX Trends Report 2023) 90 percent of businesses, regardless of the vertical they are operating in, have stated that they have made CX their primary focus. (CX Index) 41 percent of customer-obsessed companies achieved at least 10 percent revenue growth in their last fiscal year, compared to just 10 percent of less mature companies. (Forrester) Organizations that demonstrate how customer satisfaction is associated with growth, margin, and profitability are more likely to report customer experience success and are 29% more likely to secure more CX budgets. (Gartner) 80 percent of organizations expect to compete mainly based on CX. (Gartner) 73 percent of customers now say CX is the number one thing they consider when deciding whether to purchase from a company. (PwC) Customer expectations are on the rise Customers expect a lot from the companies they do business with. In a world where customers can easily switch to a competitor, companies that fail to take action to meet these new expectations face losing opportunities. 49 percent of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor CX. (Emplifi) 60 percent of consumers have purchased something from one brand over another based on the service they expect to receive. (Zendesk CX Trends Report 2023) Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly. (Forrester) 72 percent of customers want immediate service. (Zendesk CX Trends Report 2023)
