Key Highlights
- 85% of consumers say that the customer experience they receive is as important as the products or services they purchase
- Companies that prioritize customer experience see a 60% higher profit margin than those that do not
- 73% of buyers point to customer experience as an important factor in their purchase decisions
- 86% of buyers are willing to pay more for a better customer experience
- 70% of buying experiences are based on how customers feel they are being treated
- 52% of customers report that their expectations for a positive experience have increased in the past year
- 80% of companies say they deliver a "superior" customer experience, but only 8% of customers agree
- Businesses that excel at customer experience have a 10-15% higher revenue growth than those that do not
- 62% of customers have stopped doing business with a company due to poor customer service
- 90% of Americans say they have had a better customer experience with a company that provides personalized interactions
- 50% of customers expect companies to respond to inquiries within 4 hours
- 75% of customers expect consistent interactions across channels
- 43% of consumers say they are willing to pay more for a better customer experience
In an industry where 85% of consumers equate the customer experience with product quality, mastering personalized, consistent, and responsive interactions has become the ultimate competitive edge for promotional products companies seeking higher profits and stronger loyalty.
Brand Reputation and Recommendations
- 55% of customers will recommend a brand after one positive experience
Brand Reputation and Recommendations Interpretation
Customer Expectations and Preferences
- 85% of consumers say that the customer experience they receive is as important as the products or services they purchase
- 86% of buyers are willing to pay more for a better customer experience
- 52% of customers report that their expectations for a positive experience have increased in the past year
- 50% of customers expect companies to respond to inquiries within 4 hours
- 75% of customers expect consistent interactions across channels
- 43% of consumers say they are willing to pay more for a better customer experience
- 69% of customers feel that their expectations for personalization are higher than ever
- 60% of companies say their main priority is improving customer experience
- 53% of customers expect companies to anticipate their needs
- 61% of consumers want more personalized customer service
- 78% of customers believe that brands need to demonstrate they care about their customers more today than ever before
- 65% of customer service teams use live chat to improve the customer experience
- 50% of consumers expect companies to respond to questions or complaints within 24 hours
- 76% of consumers expect brands to provide consistent service across all channels
Customer Expectations and Preferences Interpretation
Customer Experience Impact
- Companies that prioritize customer experience see a 60% higher profit margin than those that do not
- Businesses that excel at customer experience have a 10-15% higher revenue growth than those that do not
Customer Experience Impact Interpretation
Customer Experience Impact and Loyalty
- 73% of buyers point to customer experience as an important factor in their purchase decisions
- 70% of buying experiences are based on how customers feel they are being treated
- 80% of companies say they deliver a "superior" customer experience, but only 8% of customers agree
- 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience
- 78% of consumers have backed out of a purchase because of surprise costs or fees, indicating the importance of transparent communication in customer experience
- 72% of customers would recommend a brand that offers excellent customer service
- 65% of consumers say a positive experience with a brand is more influential than great advertising
- Organizations that surpass customer expectations are 80% more likely to retain customers
- 59% of consumers say they have stopped doing business because of a single bad experience
- 73% of customers say a friendly service representative is the most important factor in a positive customer experience
- 66% of customers say their experience with an iPad or tablet influences their overall satisfaction
- 88% of customers are less likely to buy from a company after a bad experience
- 67% of consumers use social media for customer service inquiries, indicating the importance of social channels in customer experience
- 44% of consumers say that a personalized customer experience influences their likelihood to make a repeat purchase
- 58% of consumers have stopped buying from a brand because of poor customer service
- 83% of consumers say that they are more loyal to brands that listen to and act on their feedback
Customer Experience Impact and Loyalty Interpretation
Customer Retention and Churn
- 62% of customers have stopped doing business with a company due to poor customer service
- 49% of consumers have left a brand to try a competitor because of poor customer service
- 82% of consumers have stopped doing business with a company due to poor communication
Customer Retention and Churn Interpretation
Customer Service and Personalization
- 90% of Americans say they have had a better customer experience with a company that provides personalized interactions
- 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations
Customer Service and Personalization Interpretation
Sources & References
- Reference 1ROMROMResearch Publication(2024)Visit source
- Reference 2ACCENTUREResearch Publication(2024)Visit source
- Reference 3SMGResearch Publication(2024)Visit source
- Reference 4HELPSCOUTResearch Publication(2024)Visit source
- Reference 5ORACLEResearch Publication(2024)Visit source
- Reference 6SUPEROFFICEResearch Publication(2024)Visit source
- Reference 7MEDALLIAResearch Publication(2024)Visit source
- Reference 8SALESFORCEResearch Publication(2024)Visit source
- Reference 9BRIGHTLOCALResearch Publication(2024)Visit source
- Reference 10PWCResearch Publication(2024)Visit source
- Reference 11MARITZCXResearch Publication(2024)Visit source
- Reference 12IBMResearch Publication(2024)Visit source
- Reference 13CAMPAIGNMONITORResearch Publication(2024)Visit source
- Reference 14GLANCEResearch Publication(2024)Visit source
- Reference 15BAINResearch Publication(2024)Visit source
- Reference 16NICEINCONTACTResearch Publication(2024)Visit source
- Reference 17CMOResearch Publication(2024)Visit source
- Reference 18MICROSOFTResearch Publication(2024)Visit source
- Reference 19FORBESResearch Publication(2024)Visit source
- Reference 20GARTNERResearch Publication(2024)Visit source
- Reference 21QUALTRICSResearch Publication(2024)Visit source
- Reference 22CONVINCEANDCONVERTResearch Publication(2024)Visit source
- Reference 23MCKINSEYResearch Publication(2024)Visit source
- Reference 24SITELResearch Publication(2024)Visit source
- Reference 25BIGCOMMERCEResearch Publication(2024)Visit source