The Most Surprising Customer Engagement Statistics in 2024

Table of Contents

Dive into the world of Customer Engagement, an arena that has gained considerable importance in recent years, as we dissect often overlooked, yet highly impactful, statistics. Today, businesses around the globe entirely rely on the wonders of data-driven strategies to truly understand and effectively engage their customers.

These meticulously gathered statistics shed light on customers’ behavior, their interaction with brands, and ways businesses can tap into this vital resource for optimized growth and success. Keep reading to understand why customer engagement matters, how it’s evolving, and the critical role these statistics play in devising customer-centric business strategies.

The Latest Customer Engagement Statistics Unveiled

According to Bain & Company, companies that excel at customer experience grow revenues 4-8% above the market.

Highlighting Bain & Company’s research adds significant weight to the narrative underpinning a blog post about Customer Engagement Statistics. It underlines how a razor-sharp focus on customer experience can generate a tangible and attractive return on investment. That companies yielding from this strategy can grow their revenues by 4-8% above market trends indicates the resounding financial impact of enhanced customer experience.

Thus, it not just implies that strong customer engagement can lead to positive figures, but it serves as a beacon, navigating businesses towards where they could and should be in terms of revenue growth. Without these statistics, the readers might overlook the concrete benefits of customer engagement.

According to Harvard Business Review, highly engaged customers lead to a 23% increase in share of wallet, profitability, revenue, and relationship growth.

In the vast ocean of customer engagement, this unique statistic serves as the luminous beacon guiding businesses towards their treasure trove of success. Harvard Business Review’s study skilfully highlights the importance of having highly engaged customers, illuminating how they boost a company’s share of wallet, profitability, revenue, and relationship growth by a remarkable 23%.

Imagine standing at crossroads wherein one pathway is scattered with indifferent customers while the other is filled with those who interact and vigorously engage with your brand. The latter route undoubtedly promises a golden opportunity to build fortified relationships and essentially richer returns, as underlined by the 23% increase in various financial metrics. It blends seamlessly into the narrative of customer engagement statistics, providing tangible evidence for businesses to prioritize customer engagement as both a short-term tactic and a long-term strategy.

Guided by this effective lantern from trusted experts at Harvard Business Review, the post on customer engagement statistics dazzles with enhanced credibility and insightful context. It paints a vivid picture of the potential benefits waiting to be unlocked through proactive engagement initiatives. In the complex jigsaw of business strategies, this insightful statistic undoubtedly stands as an indispensable piece.

According to PWC, 32% of all customers would stop doing business with a brand they loved after one bad experience.

The intriguing statistic from PWC, stating that 32% of all customers would abandon a beloved brand following a single negative incident underscores the criticality of superb customer experiences in the narrative of customer engagement. It emphasizes that brand affinity, while powerful, hangs on a tenuous thread of unfailingly positive interactions. One disappointing encounter can tip the scales, prompting even the most loyal customers to sever ties, which could cause significant repercussions for businesses in terms of lost revenue and reputational damage.

This figure serves as an essential yardstick for a blog on ‘Customer Engagement Statistics’ that examines the nexus between customer experiences and brand loyalty. Hence, it harps on the necessity for businesses to invest in exceptional customer service and engagement tactics, as they are integral in retaining customers and fostering sustainable relationships.

Gartner reports that 81% of companies expect to compete mostly or completely on the basis of customer experience.

Interpreting Gartner’s assertion that 81% of companies anticipate their competition primarily or solely pivoting around customer experience breathes a fresh perspective into any conversation about Customer Engagement Statistics. In the often intricately woven fabric of the business world, this statistic serves as an iridescent thread, highlighting the growing prominence of customer engagement.

The shifting focus towards customer experience signals a paradigm shift in business strategies, underscoring the crucial role of customer engagement in determining market dominance. This electrifying data point, then, serves as both a harbinger of shaping customer-oriented business ecosystems and a clarion call for companies to intensify their customer engagement efforts if they wish to stay competitive and relevant in the rapidly changing business landscape.

Accenture noted that companies that focus on customer experience reduce churn and increase revenues – leading to profits of up to 60%

Unraveling this mighty statistic, we stumble upon a golden key unlocking immense potential for business growth. Imagine the allure of a 60% boost in profit – it is no small figure, pointing towards massive financial growth. Accenture vividly paints how a laser-focused approach on customer experience slashes churn rates and amplifies revenue.

In a digital landscape dominated by voracious competition, this statistic echoes loudly throughout a blog post catered to Customer Engagement Statistics, underlining just how pivotal customer interaction is in driving a flourishing business model.

It acts as a growth catalyst, a persuasive game-changer in strategies related to customer engagement. The figures attempt to demystify the profound connection between customer interaction and enhanced business profitability. Such a compelling statistic reinforces why businesses should strategically prioritize customers’ experience to potentially savor the taste of amplified profits.

So, as it sits comfortably amidst other customer engagement statistics, it whispers an essential lesson to its readers – invest in your customer experience, and they will invest in you.

According to Gallup, customers who are fully engaged represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared with the average customer.

Painting a vivid picture with this striking statistic, Gallup reveals the power of customer engagement in the world of business. Utilizing this gem of knowledge, we can surmise a great revelation – fully engaged customers aren’t just numbers on a screen, they are potent vessels of growth, conveying a substantial 23% premium across multiple dimensions such as wallet share, profitability, revenue, and relationship growth.

This narrative woven by the statistic enriches our understanding of customer engagement, giving crucial insights for any blog post discussing the same, thereby paving a way to comprehend and leverage its significance effectively.

SuperOffice reported that 86% of buyers are willing to pay more for a great customer experience.

In the intricate dance of customer engagement, this statistic from SuperOffice serves as a compelling beat. It elicits an astonishing revelation—86% of buyers would happily dig a little deeper into their pockets for a great customer experience. In a stirring chorus of numbers and trends in the realm of customer engagement, this statistic takes the spotlight. It underlines the paramount importance of an effortless customer journey, exceptional service, and perceived value in the price tag.

Amidst a sea of customer engagement statistics, it emerges as potent ammunition for businesses vying to captivate their audiences, thus highlighting the critical role of premium customer experiences in amplifying revenues and nurturing brand loyalty.

According to McKinsey, E-commerce spenders who experienced personalization spent, on average, more than 20% than those who did not.

Taking a leaf from McKinsey’s research, it’s fascinating to discover how a tailored online shopping experience can substantially impact a customer’s spending habits. The findings, which indicate a more than 20% increase in spending when e-commerce shoppers encounter personalization, offer robust evidence for the profound effect of customization on customer engagement.

Within the broader context of a blog post on Customer Engagement Statistics, these insightful revelations underline the opportunities for businesses to leverage personalized experiences. It’s no longer just about having an online presence. Instead, success appears tied intricately to how well an enterprise can make each customer feel understood and valued.

The heightened spending patterns are a vote of confidence in personalization and a clear demonstration of how customers appreciate businesses that go the extra mile tailored just for them. It’s a beckoning call for businesses to refine their customer engagement methods and, in turn, enjoy the rewards of an expanded revenue stream.

A Sprinklr study found that 77% of consumers are more likely to buy from brands they follow on social media over the next year.

In a blog post detailing Customer Engagement Statistics, the Sprinklr finding that 77% of consumers are more likely to purchase from brands they follow on social media within the coming year provides a noteworthy insight. It throws a spotlight on how impactful social media has become as a platform for fostering customer engagement.

These figures not only suggest the importance of creating an engaging social media presence for brands, but also underline the fertile potential that lies in leveraging it for driving sales and growth. This statistic essentially serves as a compass guiding businesses towards developing robust social media strategies that could convert followers into customers.

According to Salesforce, 84% of customers say being treated like a person, not a number, is very important to winning their business.

Highlighting such a statistic in a blog post about Customer Engagement highlights the paramount significance of personal treatment to customers. It gives the readers an untreated, direct insight into the mindset of 84% of customers, which hones in on the importance of customized episodes over impersonal interactions. It underscores that winning a customer’s business goes beyond just product or service quality; it extends to the level of personalization businesses invest in their customer engagements.

More significantly, it’s a loud wake-up call to any business not yet personalized, reinforcing that they may stand to lose the majority of potential customers without a customer-centric approach. It’s like a magnetic compass for businesses, pointing towards personal treatment as the true north.

HubSpot discovered that acquiring a new customer can cost five times more than retaining an existing customer.

In the lively symphony that is customer engagement, this statistic sounds a thunderous note. It serves as a striking reminder that novelty comes at a price. According to HubSpot, the expense of acquiring a new customer is quintuple the outlay of keeping current clientele satisfied.

This resonates with firms striving to balance budget constraints with an appetite for growth. By enlightening readers in a post about Customer Engagement Statistics, this fact may encourage them to divert their focus from predatory marketing strategies and more towards cultivating relationships with their existing customers. After all, it is often the unsung efforts that protect the bottom line.

Econsultancy found out that 71% of all consumers who have had a good social media service experience with a brand are likely to recommend it to others.

In the vast expanse of customer engagement landscapes, this statistic acts like a beacon. It illuminates the powerful influence that a positive social media experience can have on a brand’s reputation. Essentially, 71% of all consumers transform into brand ambassadors following a pleasing social media interaction, therefore enhancing a brand’s credibility and widen its reach.

Woven into the fabric of a blog post on Customer Engagement Statistics, this fact underscores the increasing importance of social media as a tool for customer service in cultivating brand loyalty and amplifying word-of-mouth marketing strategies.

Capgemini’s study revealed, 80% of consumers are willing to pay more for a better customer experience.

Undoubtedly, the nugget of wisdom unearthed by Capgemini’s study serves as a pivotal reference point while delving into the realm of Customer Engagement Statistics. The revelation that a staggering 80% of consumers are amenable to shelling out more for enhanced customer experience breathes life into the assertion about the direct correlation between quality of customer interaction and a customer’s willingness to pay. This, in essence, staunchly advocates for the need for businesses to invest in delivering a superior customer experience.

It testifies to the fact that engaging customers effectively isn’t just a courtesy, but an innate part of a thriving business model that fuels loyalty, increases customer satisfaction and pushes the financial needle in a positive direction. It’s a stark reminder that in today’s fiercely competitive market, offering a product or service of superior quality may not be quite enough – people yearn for a seamless and personalised customer engagement blueprint that speaks volumes about a brand’s commitment to the customer’s journey.

According to Zendesk, 50% of customer support users did not engage with customer service before making a purchase.

Undoubtedly, the statistic revealing that 50% of customer support users have not interacted with customer service prior to their purchase stands as a commanding beacon in the panorama of Customer Engagement Statistics. It pioneers an impressive narrative in a blog post themed around these statistics, plunging its insights into the previously murky waters of consumer service engagement.

This figure’s significance can be likened to a game-changing piece on a chessboard. It points to a profound rethinking of strategies, implying that half of the customers are confident enough in their product selection and need no pre-purchase assurance or persuasion from customer service. It underscores that businesses cannot exclusively rely on pre-purchase interactions to drive conversions, stimulating them to nurture more engaging and holistic customer experiences, both pre- and post-purchase.

Moreover, while this figure might at first suggest a disjoint in the customer service realm, in the grander scheme, it allows businesses to rethink their approach and focus on enhancing other avenues of customer experience. If a vast swath of users do not inquire about a product before checking out, it might be an impetus for firms to concentrate on making their online platforms more user-friendly, full of self-explanatory guidance, thereby eliminating a dependence on customer service for preliminary inquiries.

Lastly, by emphasizing the importance of achieving the right balance between robust customer service and an intuitive shopping experience, this statistic becomes a powerful tool for businesses to revamp their strategies. It reinforces the view that, while customer service plays an irreplaceable role in managing complaints and service-related inquiries, other aspects of the customer journey should not be ignored. A holistic approach towards customer engagement is thus insinuated, ultimately shaping more effective business models.

A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Drawing your attention to a pivotal revelation delivered by a Walker study—by 2020’s conclusive wave, the key differentiator for a brand is to be the customer experience rather than price or product—open the door wider towards a fresh understanding of customer engagement. This insight packs a knockout punch in the world of customer engagement statistics, given that it multi-dimensionally reshapes how we perceive the labyrinth of brand-consumer interaction.

Why? Well picture it this way: Rather than the age-old decision influencers of price or product, the new kid in town ‘customer experience’ has stolen the spotlight. Businesses now take heed to meticulously craft their customer journey, nudging them not solely based on price tags or product superiority but prioritizing a seamless, personalized customer experience.

In a blogging verse echoing with ideas on customer engagement, this statistic breathes a revitalizing freshness. It urges companies to flounder out their comfort zones of price and product warfare to dive into unexplored waters of providing unparalleled customer experiences. This shift in focus, in turn, fiercely propels a brand’s impression, pulling businesses towards a promising tomorrow of competitive edge and customer loyalty.

According to Microsoft, 54% of consumers globally say they have higher customer service expectations than one year ago.

Delving into the heart of this captivating statistic, it presents a pivotal trend in the shifting paradigm of customer expectations. Featuring in a blog post about Customer Engagement Statistics, it casts a spotlight onto the escalating standards of global consumers, having witnessed a steep 54% rise within a mere span of a year, as per Microsoft’s findings.

The crescendo in expectations is a magnet for attention, triggering businesses to reevaluate their customer engagement strategies. It underlies an invisible tide of change, compelling companies to go above and beyond conventional service offerings, thereby fostering enhanced customer retention, loyalty, and overall engagement. This percentage embodies a drastic upheaval, setting the stage for innovative customer service solutions designed to meet the ever-evolving higher bar of consumer demands.

In essence, this pulsating shifts in customer service expectations forms the crux in understanding modern customer engagement dynamics. The inclusion of this statistic in a blog post underscores its importance, urging readers to take note of this increasing trend and adjust their business sails accordingly.

According to Forrester, improving customer experience is a priority for 72% of businesses.

In the waterfall of customer engagement statistics, the Forrester report stands tall, waterfalling a significant piece of evidence to our grasp – 72% of businesses are prioritizing customer experience enhancement. This statistic suggests bountiful rich meanings that create ripples in the paradigm of customer engagement.

Firstly, it signifies a seismic shift in the business ethos – businesses are no longer about only ‘selling’; they are intently listening, understanding, and responding to customers’ needs and pain-points. Secondly, it underscores the understanding that customer engagement is the lifeblood of any thriving business in today’s experience-driven economy. Thirdly, the statistic places an unmissable target on businesses – to be part of the flourishing 72% or risk trailing behind in obscurity.

Consequently, it challenges businesses to rethink their strategies concerning customer engagement, thereby preventing them from being drowned out in the cacophony of service mediocrity. By echoing the importance businesses place on customer experience, it nudges readers to view customer engagement as more than mere interaction – it’s a strategic mission.

Gallup reports that customers with strong, fully-managed customer engagement strategies enjoy 55% higher share of wallet.

The statistic from Gallup, showcasing a 55% higher share of wallet for businesses effectively managing their customer engagement strategies, paints a vivid image of the power that robust customer relations hold in the market battleground. It’s like the secret recipe in a master chef’s kitchen, capable of boosting businesses financially. Think of it as the Midas touch, where every customer interaction, skillfully handled, transforms into gold – in this case, substantial financial revenues.

Its relevancy to our customer engagement statistics blog is paramount. It serves as compelling evidence, underpinning the vital role that quality customer engagement plays in driving financial success, underscoring our conclusions and making the post undeniable.

Invesp found out that companies with strong omni-channel customer engagement strategies retain an average of 89% of their customers.

Delving into the narrative of Customer Engagement Statistics, a remarkable finding from Invesp showcases the undeniable power of a robust omni-channel strategy. An 89% customer retention rate, an emblem of loyalty, substantiates the effectiveness of these strategies.

It is an illustrative testament to the role of omni-channel approaches in bonding customers to businesses, underscoring their vital contribution in creating an enduring customer base. This imparts a critical lesson to all businesses – omni-channel customer engagement isn’t an optional strategy, it’s a competitive necessity.


Understanding these customer engagement statistics can redefine how your business interacts with its consumers. Use this data as a foundation to enhance your engagement strategies, forge stronger customer relationships and ultimately, drive your business towards remarkable growth.

Remember, an engaged customer tends to be a loyal customer. So, make customer engagement a top-tier priority in your business model. Keep updating your knowledge as trends change – what works today might not work tomorrow. Success lies in your ability to adapt and implement the most effective engagement techniques. Ensure you stay informed, stay connected, and stay engaging.


0. –

1. –

2. –

3. –

4. –

5. –

6. –

7. –

8. –

9. –

10. –

11. –

12. –

13. –

14. –

15. –

16. –

17. –

18. –


What is customer engagement?

Customer engagement is the process of actively building, nurturing, and maintaining relationships with customers that often involves fostering brand loyalty and promoting the user community. It's not only about making a sale, but also about encouraging customers to interact with the brand and connect on a deeper level, thus contributing to the brand's growth and success.

How can customer engagement be measured?

Customer engagement can be measured via various metrics like session duration, bounce rate, pages per session, and frequency of visits on a website. In addition, surveys, feedback, net promoter score, repeat purchases or transactions, and social media engagements can also give valuable insights into customer engagement.

What is the importance of customer engagement?

Customer engagement is crucial for a business because it directly influences customer loyalty, the lifetime value of a customer, and word-of-mouth marketing. Engaged customers typically buy more, promote more, and show more loyalty. In short, higher customer engagement leads to better business success.

How can we improve customer engagement?

There are numerous strategies to improve customer engagement. These include personalisation in marketing efforts, responsive customer support, building a strong social media presence, creating valuable and relevant content, offering loyalty rewards, and using user-generated content.

How does technology influence customer engagement?

Technology plays a significant role in customer engagement. With the advent of AI, machine learning, and data analytics, businesses are better equipped to understand customers' behaviour and preferences. This allows for highly personalized marketing initiatives, enhancing user experience, and consequently, leading to higher customer engagement.

How we write our statistic reports:

We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly.

See our Editorial Process.

Table of Contents

... Before You Leave, Catch This! 🔥

Your next business insight is just a subscription away. Our newsletter The Week in Data delivers the freshest statistics and trends directly to you. Stay informed, stay ahead—subscribe now.

Sign up for our newsletter and become the navigator of tomorrow's trends. Equip your strategy with unparalleled insights!