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31 CX stats and quotes for 2018

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31 compelling statistics and thought-provoking quotes to add to presentations, raise at meetings or share with your colleagues to show the true value of experience.

From industry leaders, research houses and brands alike, the following quotes are more relevant for CX strategies than ever before.

Published in: Marketing
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31 CX stats and quotes for 2018

  1. 1. 31 CUSTOMER EXPERIENCE STATS AND QUOTES FOR 2018
  2. 2. INTRODUCTION Now that we’re in 2018 - firmly in the "experience era" - and digital technology is evolving faster than organizations can adapt, it’s more vital than ever before to focus on digital experience. Here are 31 of the best quotes and stats to help stimulate internal conversations around our shared quest to deliver a better experience for our customers.
  3. 3. THE VALUE OF GREAT CUSTOMER EXPERIENCE
  4. 4. “Customers who had an unpleasant experience on your site are 88% less likely to return.” Adobe 1
  5. 5. “85% of adults believe that a company’s mobile website should be as good as or better than the desktop website.” visual.ly 85% 2
  6. 6. “Get to know your customers. Humanize them. Humanize yourself. It’s worth it.” Kristin Smaby, Customer Services Consultant 3
  7. 7. “Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer.” Temkin Group 4
  8. 8. “15 years ago, the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touchpoints, with 50% regularly using more than four.” Marketing Week 5
  9. 9. “50% consumers are likely to switch brands if a company doesn’t anticipate their needs.” Salesforce 6 50%
  10. 10. “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” Andy Yost, CMO, Gannett 7
  11. 11. “Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” Brian Solis, Principal Analyst and Futurist, Altimeter 8
  12. 12. “The term ‘customer experience’ won’t exist in the organization of the future. It will be so deeply entrenched in a company’s product, process, and culture that it will be synonymous with the brand and represent the only way to do business.” Ann Lewnes, SVP and CMO, Adobe 9
  13. 13. UNDERSTANDING THE HUMAN BEHIND THE DATA DOWNLOAD THE GUIDE TO DIGITAL BODY LANGUAGE CLICK HERE
  14. 14. “In 2018 we’ll see more frank public discussions about what it means to bring humanity back to business. Customers and employees, alike, are craving more trust, respect, civility, and meaningful connection.” Megan Burns, CEO, Experience Enterprises 10
  15. 15. “CX of the future should be designed like a Disney or Pixar movie, complete with character and story development, storyboarding, and integration into a thoughtful and methodical universe where the experience is consistent, integrated, and enchanting in every moment of truth.” Brian Solis, Principal Analyst and Futurist, Altimeter 11
  16. 16. “When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion.” Dale Carnegie, Author, “How to Win Friends and Influence People” 12
  17. 17. “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” Steve Jobs 13
  18. 18. “Customers remember the service a lot longer than they remember the price.” Lauren Freedman, SVP, Digital Strategy, Astound Commerce 14
  19. 19. “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.” Jeff Bezos, CEO, Amazon 15
  20. 20. “Brands that demonstrate “true empathy” in the experiences they deliver will win. These experiences build powerful memories that can disrupt categories.” Alan B. Hart, Managing Partner of ATOMCK & Host of Marketing Today podcast 16
  21. 21. ON MOBILE AND OMNICHANNEL EXPERIENCE
  22. 22. “57% of users say they won’t recommend a business with a poorly-designed mobile site.” SocPub 17
  23. 23. “Google says 61% of users are unlikely to return to a mobile site they had trouble accessing and 40% visit a competitor’s site instead.” McKinsey & Company 18 61% 40%
  24. 24. “69% of digital media time is spent on mobile.” comScore 19 69%
  25. 25. “By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution.” PWC 20
  26. 26. “Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies.” Aberdeen Group 21 89% 33%
  27. 27. “The shift to mobile is driven by habit... people are often at home surrounded by devices - desktops, laptops, smart-TVs - that are all objectively better for content consumption than mobiles. But people reach for their phones because they’re habitualized to them.” Tom Grinsted, Google 22
  28. 28. “75% consumers expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person).” Salesforce 23
  29. 29. ON NEW TECHNOLOGIES
  30. 30. “Investment in AI will increase more than 300% this year.” Forrester 24
  31. 31. “80% of marketers predict artificial intelligence will revolutionize marketing in the next few years.” Econsultancy 25
  32. 32. “70% of consumers say technology has made it easier than ever to take their business elsewhere.” Salesforce 26
  33. 33. “8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020.” Oracle 27
  34. 34. “67% of people expect to see/use messaging apps when talking to a business.” Chatbots Magazine 28
  35. 35. “40% of adults now use voice search at least once per day.” Branded 3 29
  36. 36. “Intelligent automation will manage 85% of businesses’ customer relationships by 2020.” Gartner 30 85%
  37. 37. “Becoming the default brand choice in a pre-programmed, AI and IoT-enabled world will make or break businesses.” Constellation Research 31
  38. 38. JOIN THE CONVERSATION facebook.com/clicktale linkedin.com/company/clicktale twitter.com/clicktale www.clicktale.com

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