9 TRENDS
INFLUENCING
CUSTOMER
EXPERIENCE
IN
2018
1
BAD
EXPERIENCES
HURT
89% of consumers stop doing business with a company after experiencing poor customer service.
2
GOOD
EXPERIENCES
3
BRAND
4
COMPANIES
5
AND
6
BUT
7
AND
8
THERE'S
9
THERE'S
PAY
86% of buyers will pay more for a better consumer experience.
AND
EXPERIENCE
WORK
HAND
IN
HAND
55% of consumers say "a bad customer experience can hurt their opinion of a brand overall"
ARE
LISTENING
86% of companies had the aim to increase customer experience in 2016.
IT'S
WORKING
72% of customers will share a positive experience with 6 or more people.
MISTAKES
STILL
HAPPEN
56% of customers leave or go to a competitor because of website issues.
IT'S
ONLY
GETTING
MORE
IMPORTANT
By 2020, customer experience will overtake price and product and the key differentiator between brands. ALWAYS
ROOM
TO
IMPROVE
89% of customers get frustrated because they need to repeat their issues to multiple representatives
ONE
COMMON
GOAL
89% of businesses are soon expected to compete mainly on customer experience,
SOURCES
10
https://www.superoffice.com/blog/customer-experience-statistics/ https://www.ameyo.com/blog/customer-experience-trends-2018 http://go.spigit.com/rs/123-ABC-801/images/Spigit_Crowdsourced_Innovation_Report.pdf https://www.headsets.com/