9 Trends Influencing Customer Experience in 2018

Page 1

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/


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