Customer experience statistics matter. We live in a customer-centric world, and customer experience is the only way to stay ahead. The customer journey has changed drastically over the last decade with mobile devices and social media playing an increasingly important role. And as we head into 2022, customer expectations will continue to evolve as they become more demanding than ever before.
We’ve compiled 22 customer experience statistics for 2022 that show how customer expectations are changing.
- 80% of a company’s future profits will come from a minority of current customers – just 20% of them.
- More than 70% of consumers are more likely to recommend a brand if they appreciate its loyalty program.
- In 2022, brands will spend $641 billion on customer experience technology.
- If 77% of brands disappeared, no one would notice.
- Customer experience is the main differential for 66% of companies. This has increased from 36% in 2010.
- 63% of consumers say they would be happy to share more of their data with companies in return for a great customer experience.
- 32% of consumers would never do business again with a company they love after one poor customer experience.
- The basics of customer experience – fast, convenient, helpful, and friendly service – hit more than 70% in customer importance ratings.
- 57% of consumers won’t recommend a brand with a website that isn’t mobile-friendly.
- 76% of consumers expect brands to provide online shopping options.
- Approximately 4 out of 10 consumers will stop using a website if images won’t load or take too long to load.
- 59% of consumers want a better customer experience from most of the brands they deal with.
- 3 out of 4 consumers report that they will leave a website without completing their purchase if they experience an error.
- Just 12% of consumers will report problems with a digital transaction to the company.
- 74% of customers have used multiple channels to purchase a product.
- 88% of Americans say that trust is an important factor in their decision to share personal information with a company.
- Consumers who join loyalty programs spend between 12% and 18% more each year than those who do not.
- A 2% increase in customer retention can generate up to 10% more revenue.
- 43% of consumers have broken ties with a brand because they no longer trusted it.
- 68% of customers switch brands because they feel a company doesn’t value their business.
- 56% of customers say they are loyal to brands that appear to understand them.
- 88% of online consumers are less likely to use a website again if they have a bad experience.
Key takeaways from these customer experience statistics.
Customer retention is king.
Although many businesses focus on customer acquisition, customer retention is a huge profit driver.
The key takeaway here is that businesses that fail to work out which customers are their most valuable will be at a competitive disadvantage. Focus on retention to see major impacts to your business.
Make sure your website is mobile-friendly.
With a large majority of consumers using their smartphones for online browsing, websites must be optimized for mobile devices. If they’re not, brands risk customer abandonment.
Great customer experience is key to customer trust and loyalty.
Quality customer experiences are essential for brand building, especially in the age of social media where you’re only as good as your last mistake. Customer expectations continue to rise but so should customer satisfaction with their brands if they want to keep customers coming back for more. As you build customer trust, retention will grow.
Provide a great customer experience across multiple channels.
It’s no longer enough to just have a website and brick-and-mortar store. Customers expect a seamless customer experience that spans across all channels – from social media to customer support. Meeting customer needs (and exceeding their expectations) in every interaction is the key to customer loyalty.
Pay attention to customer complaints.
Customer complaints are a valuable source of feedback, but they’re also an opportunity for companies to show that they care about customers and their experience.
Companies that ignore customer complaints (or worse, make them feel like they’re not important) only alienate dissatisfied customers even more.
Improve customer experience with Capacity.
Capacity is a support automation platform that helps businesses deliver amazing customer experiences. With Capacity, you can track customer interactions across all channels, automate support, and resolve customer issues before they turn into complaints.
Capacity is on a mission to help teams do their best work. Instead of employees wasting time on frequently asked questions and repetitive tasks, they should spend their time on strategic work, escalations that require human thinking, and tasks that can’t be automated.