Delivering an exceptional customer experience has always been key to achieving remarkable success, but just how important are we talking? And what happens if you slip up on prioritizing your customers?
In this post, we’ll share some fascinating customer success statistics that highlight the tangible benefits of investing in the customer journey. These statistics underline the critical importance of customer success in driving business growth, customer retention, and overall satisfaction.
Let’s dive in!
Customer success statistics that will give you food for thought
Stats that prove that the customer experience matters to customers
- 73% of consumers say a good experience is key in influencing their brand loyalties. (PWC)
- Loyal customers are 5x more likely to purchase again and 4x more likely to refer a friend to the company. (PWC)
- 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. (HubSpot)
- 86% of customers say that they are willing to pay more to receive a better customer experience. (Super Office)
- Customers tell an average of 9 people about a positive experience with a brand, but they tell 16 people about a negative experience. (Deloitte)
- 78% of customers have backed out of a purchase due to a poor customer experience. (Glance)
Stats that prove that customer satisfaction impacts company performance
- Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries. (Brain and Company)
- 80 percent of organizations expect to compete mainly based on CX. (Gartner)
- Businesses viewing customer service as a value center achieve revenue growth 3.5x greater than those who do not. (Accenture)
- Companies that lead in customer experience outperform laggards by nearly 80%. (Qualtrics)
- Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience. (Forrester Research / Retail Customer Exprience)
- Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer. (Deloitte and Touche)
- 64% of companies with a customer-focused CEO are more profitable than their competitors. (Deloitte and Touche)
- Companies that earn $1 billion a year will see an average gain of $700 million within three years of investing in customer experience. (Qualtrics)
- U.S. companies could save over $35 billion per year by focusing on keeping their existing customers happy. (CallMiner)
Stats that prove that customer success teams and customer success managers matter
- In 2020 more than 90% of organizations stated they have a dedicated customer success role in their company. This is a significant increase from previous years, when the companies with customer success departments or roles were situated between 50% and 70%. (Tsia.com)
- 51% of technology and services companies stated they have a designated customer experience department, separated from customer success one. (Tsia.com)
- Only 1 in 5 consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” Nearly 80% will forgive a bad experience if they rate the service team as “very good.”). (Qualtrics)
- Over 60% of customers believe the ability to resolve issues quickly is one of the most important aspects of a good customer service experience. Over 40% think the same thing about 24/7 support. (Zendesk)
Stats on technology’s growing role in customer success
- 55.2% of CSMs predict that as of 2024, there will be an increased focus on data analytics and AI integration. (CSM Insight Report)
- 57 percent of business leaders feel that conversational chatbots deliver a large ROI on minimal investment. (Accenture)
- 54 percent of support teams use some form of chatbot, VCA, or other conversational AI platform for customer-facing applications. And by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations. (Gartner)
- By 2025, 80% of customer service and support organizations will be applying generative AI technology in some form to improve agent productivity and customer experience. (Gartner).
- Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies.(Aberdeen Group via Internet Retailer)
One diverse tool for improving CX: Content Snare
If you’re an organization or a professional that needs to collect information from clients regularly, you might be looking for an easy way to improve that whole experience for your clients. No one enjoys the pain of going back and forth over email and all the issues that come with it.
Content Snare is both a simple yet extremely intuitive form builder and data collection tool used by digital agencies, legal professionals, accounting firms, and just about any type of business that needs to collect responses, assets, and information for projects.
All you have to do is build out your your request for information in the Content Snare dashboard using templates or by dragging, dropping, and customizing questions to your liking. For a detailed overview of how it works, you can take a tour here.
How does the tool make your customer experience better?
Well for one, it’s pretty frictionless. Clients don’t need a Content Snare account to respond to your requests — all they have to do is open a link you send to them over email and they can get immediate access to your form. If you want to be extra careful, you can set a PIN code or ask your client to create a password.
The forms you create look very straight-forward. Clients can focus on one response at a time and your forms look like simple checklists for clients to work through. This dramatically reduces turnaround time.
Secondly, it offers auto-save features that save your client’s progress as they make their way through the forms. They never have to worry about starting all over if they need to exit and come back.
Another reason why this enhances your client experience is that Content Snare gives you complete customization options to brand your forms to match the look of your company. Easily add your logo and brand colors to create a seamless experience for your clients.
Lastly, with Content Snare, clients can complete your requests on desktop, laptop, or mobile. On devices with a camera they can even take photos to upload directly to your forms.
By streamlining data collection with an intuitive and user-friendly tool like this, you can expect to see a significant time reduction in your data collection and collaboration processes as well as improved customer satisfaction for having such a simple process!
For first-hand insight on how the tool is helping other companies succeed, check out our customer stories.