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17 Stats to Show Why Customer Experience Matters The Most

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  1. 55% of consumers would pay more for a better customer experience.
  2. A typical business hears from 4% of its dissatisfied customers.
  3. It takes 12 positive experiences to make up for one unresolved negative experience.
  4. 95% of consumers talk about poor customer service experiences with other people.
  5. 75% of online customers expect help within 5 minutes.
  6. Companies that excel at customer experience grow revenues 4-8% above the market.
  7. 42% of consumers have purchased more after a good customer service experience.
  8. 52% stop buying after a bad customer service interaction.
  9. 64% of consumers (B2C) and 80% of business buyers (B2B) expect real time communication with companies.
  10. 75% of customers believe it takes too long to reach a live agent.
  11. 91% of unhappy customers will not willingly do business with you again.
  12. 94% of all online retailers provide email customer service.
  13. 48% of customer service pros believe this focus gives them a competitive advantage.
  14. Most brands have not increased their CX budget from 2016 to 2017.
  15. It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.
  16. 10% increase in customer retention levels result in a 30% increase in the value of the company.
  17. There’s a $3 return on investment expected for every $1 invested in the customer experience.
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