According to 73% of senior marketers surveyed by the CMO Council, customer experience is critical to their own professional success and to the ongoing success of the business. Stay on top of best practices, resources and peer-powered best practices to stay ahead of the experience curve.
42 percent of consumers have purchased more after a good customer service experience.
By 2016, 89 percent of companies expect to compete mostly on the basis of customer experience, versus 36 percent four years ago.
In the United States the estimated cost of customers switching due to poor service is $1.6 trillion.
44 percent of consumers are more likely to tell others about their negative experience—either online or offline.
Customer frustration leads to the following: 13% tell 15 or more people if they're unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
Research shows that 55% of consumers are willing to pay more for a guaranteed good experience.
86% of consumers are willing to pay more for an upgraded experience.
86% of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.
99% of companies believe achieving a single customer view is important to their business, but only 24 percent believe they have achieved it today.