GITNUXREPORT 2025

Customer Experience In The Digital Marketing Industry Statistics

Customer experience drives loyalty, personalization, and revenue in digital marketing.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

73% of consumers say customer experience is an important factor in their purchasing decisions

Statistic 2

42% of consumers expect a chatbot to be available 24/7

Statistic 3

80% of customers say the experience a company provides is as important as its products or services

Statistic 4

86% of buyers are willing to pay more for a better customer experience

Statistic 5

63% of consumers prefer messaging a business over other communication channels

Statistic 6

65% of customers find a positive experience with a brand to be more influential than great advertising

Statistic 7

70% of buying experiences are based on how the customer feels they are being treated

Statistic 8

85% of customers expect to be able to interact with a company via a self-service portal

Statistic 9

54% of consumers say they have higher expectations for customer service than they did a year ago

Statistic 10

63% of consumers prefer to contact a company via messaging apps due to the convenience

Statistic 11

76% of consumers want companies to understand their needs and expectations

Statistic 12

44% of marketers believe that personalized experiences positively impact customer loyalty

Statistic 13

60% of marketers say that improving customer experience is their top priority for 2023

Statistic 14

70% of buying experiences are based on how the customer feels they are being treated

Statistic 15

59% of consumers feel companies have lost touch with the human touch in digital experiences

Statistic 16

48% of consumers say that a positive customer service experience is more influential than advertising

Statistic 17

69% of consumers prefer to use live chat for quick questions compared to email or phone

Statistic 18

84% of consumers say their experience with a company is as important as its products or services

Statistic 19

50% of consumers say they would pay more for a better customer experience

Statistic 20

51% of consumers expect brands to anticipate their needs

Statistic 21

58% of consumers say their experience with a company influences their purchasing decision

Statistic 22

90% of companies consider customer experience a key competitive differentiator

Statistic 23

55% of companies say that their customer experience strategy directly affects revenue growth

Statistic 24

70% of customers say they are more likely to recommend a brand after a positive experience

Statistic 25

71% of consumers expect companies to deliver consistent and personalized experiences across all channels

Statistic 26

86% of consumers are willing to pay more for a better customer experience

Statistic 27

65% of consumers say they have more loyalty to a brand that provides excellent customer service

Statistic 28

84% of consumers say that their experience with a brand influences their loyalty

Statistic 29

56% of customers have stopped doing business with a company due to poor customer service

Statistic 30

63% of consumers would switch brands after just one bad experience

Statistic 31

89% of consumers shop with a competitor after a poor experience

Statistic 32

78% of consumers abandon a purchase due to bad customer service

Statistic 33

44% of consumers have switched brands due to poor customer experience

Statistic 34

66% of consumers prefer multi-channel support, combining online and offline channels

Statistic 35

55% of consumers expect to be able to contact a brand via chat or messaging

Statistic 36

91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations to them

Statistic 37

81% of consumers want brands to understand them and know when to approach them with personalized messaging

Statistic 38

91% of customers will shop with brands that provide relevant offers and recommendations

Statistic 39

77% of consumers are more loyal to brands that personalize their experiences

Statistic 40

44% of companies say personalized content has a significant impact on customer engagement

Statistic 41

72% of customers say they only engage with personalized messaging

Statistic 42

80% of consumers say they are more likely to purchase from a brand that offers personalized experiences

Statistic 43

67% of consumers expect brands to understand their preferences and purchase history

Statistic 44

54% of consumers will put more trust in a brand that personalizes their experience

Statistic 45

78% of consumers have abandoned a purchase because of a lack of personalization

Statistic 46

60% of brands send targeted email campaigns based on customer behavior

Statistic 47

55% of consumers want brands to offer personalized recommendations

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Key Highlights

73% of consumers say customer experience is an important factor in their purchasing decisions
42% of consumers expect a chatbot to be available 24/7
80% of customers say the experience a company provides is as important as its products or services
86% of buyers are willing to pay more for a better customer experience
63% of consumers prefer messaging a business over other communication channels
65% of customers find a positive experience with a brand to be more influential than great advertising
91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations to them
56% of customers have stopped doing business with a company due to poor customer service
70% of buying experiences are based on how the customer feels they are being treated
85% of customers expect to be able to interact with a company via a self-service portal
54% of consumers say they have higher expectations for customer service than they did a year ago
63% of consumers prefer to contact a company via messaging apps due to the convenience
76% of consumers want companies to understand their needs and expectations

In an era where 80% of customers say experience is as vital as the product itself and a staggering 86% are willing to pay more for better service, the digital marketing industry is revolutionizing customer experience to stay competitive and foster loyalty.

Customer Experience Expectations and Satisfaction

73% of consumers say customer experience is an important factor in their purchasing decisions
42% of consumers expect a chatbot to be available 24/7
80% of customers say the experience a company provides is as important as its products or services
86% of buyers are willing to pay more for a better customer experience
63% of consumers prefer messaging a business over other communication channels
65% of customers find a positive experience with a brand to be more influential than great advertising
70% of buying experiences are based on how the customer feels they are being treated
85% of customers expect to be able to interact with a company via a self-service portal
54% of consumers say they have higher expectations for customer service than they did a year ago
63% of consumers prefer to contact a company via messaging apps due to the convenience
76% of consumers want companies to understand their needs and expectations
44% of marketers believe that personalized experiences positively impact customer loyalty
60% of marketers say that improving customer experience is their top priority for 2023
70% of buying experiences are based on how the customer feels they are being treated
59% of consumers feel companies have lost touch with the human touch in digital experiences
48% of consumers say that a positive customer service experience is more influential than advertising
69% of consumers prefer to use live chat for quick questions compared to email or phone
84% of consumers say their experience with a company is as important as its products or services
50% of consumers say they would pay more for a better customer experience
51% of consumers expect brands to anticipate their needs
58% of consumers say their experience with a company influences their purchasing decision
90% of companies consider customer experience a key competitive differentiator
55% of companies say that their customer experience strategy directly affects revenue growth
70% of customers say they are more likely to recommend a brand after a positive experience
71% of consumers expect companies to deliver consistent and personalized experiences across all channels
86% of consumers are willing to pay more for a better customer experience

Customer Experience Expectations and Satisfaction Interpretation

In a digital landscape where 86% of consumers will gladly pay more for a better experience, it's clear that in customer experience, the human touch and 24/7 accessibility are the new profit drivers—making personalized, seamless interactions not just a strategy, but a necessity for competitive success.

Customer Loyalty and Retention

65% of consumers say they have more loyalty to a brand that provides excellent customer service
84% of consumers say that their experience with a brand influences their loyalty

Customer Loyalty and Retention Interpretation

In an era where nearly two-thirds of consumers reward brands with loyalty for stellar service and a striking 84% let their experience define their allegiance, it's clear that in digital marketing, exceptional customer experience isn't just a perk—it's the ultimate loyalty currency.

Impact of Poor Experiences and Switching Behavior

56% of customers have stopped doing business with a company due to poor customer service
63% of consumers would switch brands after just one bad experience
89% of consumers shop with a competitor after a poor experience
78% of consumers abandon a purchase due to bad customer service
44% of consumers have switched brands due to poor customer experience

Impact of Poor Experiences and Switching Behavior Interpretation

These statistics underscore that in the digital marketing arena, a single poor customer service experience can swiftly turn loyal clients into competitors' customers, highlighting that excellence in service is not just a nicety but a necessity for survival.

Multichannel Support and Communication

66% of consumers prefer multi-channel support, combining online and offline channels
55% of consumers expect to be able to contact a brand via chat or messaging

Multichannel Support and Communication Interpretation

With 66% of consumers demanding seamless multi-channel support and 55% expecting to reach brands via chat or messaging, companies ignoring the digital convenience revolution risk being left behind in the customer experience dust.

Personalization and Customization

91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations to them
81% of consumers want brands to understand them and know when to approach them with personalized messaging
91% of customers will shop with brands that provide relevant offers and recommendations
77% of consumers are more loyal to brands that personalize their experiences
44% of companies say personalized content has a significant impact on customer engagement
72% of customers say they only engage with personalized messaging
80% of consumers say they are more likely to purchase from a brand that offers personalized experiences
67% of consumers expect brands to understand their preferences and purchase history
54% of consumers will put more trust in a brand that personalizes their experience
78% of consumers have abandoned a purchase because of a lack of personalization
60% of brands send targeted email campaigns based on customer behavior
55% of consumers want brands to offer personalized recommendations

Personalization and Customization Interpretation

In an era where nearly all consumers crave personalization, failing to tailor experiences not only risks alienation—like leaving 78% to ditch your cart—but also means missing out on building loyalty, trust, and tangible sales, highlighting that in digital marketing, a one-size-fits-all approach is both outdated and counterproductive.