Chapter Three What Customers Think

DID YOU KNOW

The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience.

QUOTE

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.”

THE BRIGHT SIDE

When it comes to making a purchase, 64% of people find customer experience more important than price.

Takeaway: Especially in crowded markets, it’s a safer bet to compete on CX than on price.

THE DATA POINT

Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

QUOTE

“Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.”

FACT

Feeling unappreciated is the #1 reason customers switch away from products and services

IN THE STATS

After having a positive experience with a company, 77% of customers would recommend it to a friend.

THE BRIGHT SIDE

81% of Americans feel that businesses are meeting or exceeding their expectations for service, compared to 67% in 2014.

QUOTE

“Although your customers won’t love you if you give bad service, your competitors will.”

Customers overwhelmingly show appreciation for great service with their wallets.

Takeaway: Your company should invest heavily in measuring customer satisfaction over time and work to consistently give better service.

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