3 Important Customer Experience Statistics for 2019


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In a highly competitive market, business owners can find many ways to stand out. Some companies draw attention with their advertising and marketing efforts. Others have a product or service that can’t be purchased anywhere else.

Most businesses likely agree that a quality product or service is invaluable, and that’s what most companies are trying to achieve.

However, the one ingredient that can’t go unnoticed is the customer experience. After all, a consumer can choose from an unlimited amount of products and services online, and he or she can have them delivered directly to his or her door or inbox instantly.

While every business has different strengths and weaknesses, here are three important customer experience statistics for 2019.

Competition in customer experience

According to Gartner, “89 percent of companies expect to compete mostly on the basis of customer experience.”

Companies are making customer experience a priority, and that’s because the consumer now has more power than ever. Many customers look at reviews before making a decision about who they want to purchase from, meaning reviews, whether good or bad, can have an effect on a business’s sales. Also, some customers post bad reviews on their social media networks, and this can have a negative effect on the businesses in question.

Those are just some of the reasons why companies are prioritizing the customer experience.

Consumers want options

“54 percent of customers used email customer service channels this past year, making it the most commonly used digital customer service channel” (via Qualtrics).

While many people still prefer to talk to service representatives over the phone, customers are opting for other channels as well. As the statistic above suggests, email is an important method, but text messaging and SMS are also gaining popularity.

Your customers want options, and it’s up to you to provide them. Phone calls and in-person meetings might seem to be the most practical routes, but your business has to change with the times.

Customers are willing to pay more for a quality customer experience

According to SuperOffice, “86 percent of buyers are willing to pay more for a great customer experience.”

Customer satisfaction is, of course, invaluable, and customers are willing to pay more money to have their needs met and to have a good experience. That’s so important for businesses to understand — if a customer doesn’t have a good experience, then he or she can take his or her business elsewhere — and will.

Your customers are willing to pay more money for a product or service if they have a good experience, which should be music to your ears.

The solution

Businesses should take many customer experience stats into account, with the three above only being the beginning.

How can your business actually incorporate a better customer experience and satisfaction?

A salesforce call center can help because call center software makes it easier for your customers to receive answers to their questions and concerns (and in some cases without even having to talk with a live agent) as well as be connected to the most skilled and available agents. Call center software can also provide multiple channels for your customers and allow them to switch between channels if they prefer.

A cloud-based call center can streamline processes, improve agent efficiency, provide a good customer experience, and so much more. With customer experience in the spotlight and so many companies competing in the same market, a call center can help you provide quality customer service and stand out from the competition.


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