Kolsky shared 50 customer experience related stats based on his survey and other associated thinkJar research, strongly emphasizing the importance of customer experience – here are the highlights:
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.
84% of consumers are frustrated when the agent does not have information.
13% tell 15 or more people if they’re unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.
67% of consumers site bad experiences as reason for churn.
50% of customer experience natural occurring churn every 5 years.
Only 1 out of 26 unhappy customers complain.
91% of unhappy customers who are non-complainers simply leave.
It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
65% of companies can successfully upsell or cross-sell to existing customers.
Only 12% of companies can successfully upsell or cross-sell to new customers.
75% of brands do not know what engagement means – but are measuring “it”
66% of consumers who switched brands did so because of poor service
85% of customer churn due to poor service was preventable.
11% of customer churn good be prevented by simple company outreach.
67% of customer churn is preventable if the customer issue was resolved at the first engagement.
70% of companies that deliver best in class customer experience use customer feedback – versus industry average of 50%, and 29% for laggards.
Customers are thirsty for more information and knowledge.
56% of customer just want the right answer, but 64% of customers do not trust the information.
44% of customers confirm that they have received the wrong answer.
Social customer survey results:
55% of customer requests for service on social media are not acknowledged.
84% of social media service interactions are escalated to other channels.
13% of companies claiming that 25% of service requests start socially.
72% of Facebook interactions are never completed, in any channel.
67% of escalated social interactional go back to channel of origin.
Community survey results:
36% of customer service organizations deployed communities in the past 12 months
84% of savings in cost per transaction fully completed in communities
Number of communities / online communities in 2008: 12 / 4
Number of communities / online communities in 2015: 46 / 24
67% of service interactions are easily replaced with community interactions
Omni-channel survey results:
< 1% of companies deploying (deployed) omni-channel
97% of companies that say are investing in omni-channel
23% of companies doing multi-channel well
2% of companies doing cross channel tracking of data
67% of customers don’t care what channel is used
Mobile survey results:
59% of customers adopting mobile technologies worldwide
3% of global customers that express a preference for mobile
15% of companies reported success when not taking a mobile first approach
< 1% of companies reported success with a mobile first strategy
29% global companies prefer mobile devices to computers
Customer journey mapping survey results:
34% of companies have undertaken CJM
2% of companies that have reported success with CJM
13% of customers who say CJM worked for them
72% of customers who said CJM missed their needs
67% of customers who expressed no interest in CJM being used
Engagement survey results:
58% of companies doing customer engagement (all definitions)
< 1% of companies can measure customer engagement
91% of non-engaged customers leave with dissatisfaction
Knowledge management survey results:
78% of customers who expect to get an answer from self-service
84% of customers are frustrated when the service agent does not have information
About Unicom Teleservices
Unicom is not your typical answering and call center. Back in 1990, we founded Unicom with a simple formula for success. Fohttps://www.unicomcorp.com/industries/business-answering-services//cus on people; from our amazing team to our fantastic clients, they are at the center of everything we do. Over the years we have seen first-hand how a great experience can lead to powerful results. Learn how our 24-hour team can help your business reach its goals.