- 55% of consumers would pay more for a better customer experience.
- A typical business hears from 4% of its dissatisfied customers.
- It takes 12 positive experiences to make up for one unresolved negative experience.
- 95% of consumers talk about poor customer service experiences with other people.
- 75% of online customers expect help within 5 minutes.
- Companies that excel at customer experience grow revenues 4-8% above the market.
- 42% of consumers have purchased more after a good customer service experience.
- 52% stop buying after a bad customer service interaction.
- 64% of consumers (B2C) and 80% of business buyers (B2B) expect real time communication with companies.
- 75% of customers believe it takes too long to reach a live agent.
- 91% of unhappy customers will not willingly do business with you again.
- 94% of all online retailers provide email customer service.
- 48% of customer service pros believe this focus gives them a competitive advantage.
- Most brands have not increased their CX budget from 2016 to 2017.
- It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.
- 10% increase in customer retention levels result in a 30% increase in the value of the company.
- There’s a $3 return on investment expected for every $1 invested in the customer experience.
DSIM Editorial Team
The DSIM Editorial Team is a group of passionate digital marketing experts dedicated to providing insightful, high-quality content on the latest trends, strategies, and tools in the digital marketing industry. As part of the Delhi School of Internet Marketing (DSIM), the team focuses on delivering valuable information to help aspiring marketers, entrepreneurs, and business professionals enhance their digital skills. With years of combined experience in SEO, social media, content marketing, and paid advertising, the DSIM Editorial Team ensures that each piece of content is designed to educate and empower readers to succeed in the fast-paced world of digital marketing.
