According to an online article on www.CustomerThermometer.com the following research showed the value of a great customer experience:
54% of customers have higher expectations for customer service today compared to one year ago.
This percentage jumps to 66% for consumers aged from 18 to 34 years old.
Microsoft
Gartner predicts that 89% of businesses are expected to compete mainly on customer experience.
Gartner
Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations.
Gartner
Worldwide, 67% of people believe that customer service as a whole is improving.
Microsoft
In 2017, 64% of Americans contacted some form of customer service.
Statista
52% of people around the globe believe that companies need to take action on feedback provided by their customers.
Microsoft
Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
Microsoft
When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one.
Zendesk
A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor.
Bain
34% of companies are implementing “customer journey mapping” into their customer service.
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