Econsultancy has compiled 17 statistics that justify the importance of CX
Providing good customer experience (CX) is the key to establishing your product and brand. Almost all the global brands are setting standards to offer a satisfying customer experience.
Econsultancy’s Nikki Gilliland has compiled seventeen statistics justifying the importance of CX.
Talking about the benefits of CX, Gilliland says, “Walker’s study also suggests that by 2020, customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves.
This is backed up by Deloitte, who also says that the consumer’s decision to buy a product or service is impacted by their overall enjoyment of their experience. In turn, customers display loyalty. In a study of 10,000 US consumers, Tempkin Groupfound that 86% of those who received a great customer experience were likely to repurchase from the same company. This is compared to just 13% of those who received a poor CX.
Tempkin also found a similar correlation between CX and trust, as well as consumers’ willingness to recommend a brand”.
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