9 Customer Experience Statistics You Need To Know For 2024

What Is Customer Experience

Imagine there are two companies, and both sell similar products of the same quality and at similar prices. However, one company is more successful than the other. From this, we can assume that the successful company must be doing something right because all customers are choosing their services. The answer to this question is customer experience. Even if your brand ticks all the right boxes, if it does not focus on customer experience, you won’t be able to garner a loyal customer base. That is how crucial customer experience is for every brand. 

However, many brands mistake customer service for customer experience and focus only on the brand’s service angle. Let us look at how both the concepts are different.

Customer Service vs. Customer Experience

Creating a great customer experience can do wonders for your business; it can help your business grow through word of mouth. However, many people confuse customer experience with customer service. Both may look like the same thing, but in reality, they are not. 

If customer service is a short trip, customer experience is a journey. Customer service is a single touch point that mainly focuses on how you solve your customer’s problem. On the other hand, customer experience refers to every single interaction your customers have with your brand. However, it is crucial to note that customer experience or CX is an umbrella term, and customer service comes under this umbrella. 

For every business to succeed, they must crack the “customer experience” code. The following section will convince you why CX is so crucial for your brand.

Customer Experience Statistics

Here are the top customer experience statistics that you should watch out for in 2024:

1. 66% of customers want brands and companies to understand what they need
   A survey conducted by Salesforce identified that 66% of customers expect companies to understand their needs. Moreover, many surveys and research have concluded that understanding customer needs is one of the major challenges that companies will face in 2024. 
2. 40% customer interaction is through AI and machine learning

   In 2024, companies must ensure that their customers easily find solutions to their queries through automated self-service options. According to reports, 67% of customers prefer self-service options compared to speaking to representatives to solve their queries. As a result, where earlier only 20% of customer interaction was through AI and machine learning, it has increased to 40% in 2023.  

3. 48% of customers say they are willing to pay to have a better customer experience 

   Research shows that 1 out of 4 customers are willing to pay 10% more for a company that ensures excellent customer experience. You may have seen it for yourself as well. When you get a fantastic customer experience, you want to remain loyal to that brand forever and don’t want to try something new, even if that means paying a little more. 

4. Customers appreciate immediate attention
   Customers appreciate brands that respond promptly to their queries and respond immediately. If you take too long to respond to customer queries, they will most likely discontinue your services. The average email response time to customer queries is 12 hours, so there is definitely a gap that brands need to identify and fill, which will improve CX.  
5. Customer-centric companies are 60% more profitable
   Statistics show that customer-centric companies are 60% more profitable than others because they use customer experience as a retention and acquisition strategy. Your potential customers will surely be checking the online reviews your previous customers have posted before finalizing your brand. You can use your wealth of positive reviews as a way of advertising for new customer acquisition. 
6. Customers prioritize mobile experiences
   Studies show that 57% of customers won’t recommend a business that has poor mobile service, and 50% will stop visiting your website. Customers appreciate companies that have a seamless mobile browsing experience because mobile phones offer easy and immediate access to information. 
7. Businesses that anticipate customer needs are more successful
   What differentiates an excellent brand from a good brand is that a good brand is reactive, but an excellent brand is proactive. A good brand will respond to customer needs and queries immediately. However, an excellent brand will anticipate the customer’s problems and contact them even before the customer reaches them. 
8. 46% of customers will buy more if given a personalized experience
   The market is saturated with brands that provide products and services similar to yours. What will set you apart from them is your ability to provide your customers with a personalized experience. Who doesn’t want a special offer or deal that we made specifically for them? High on the list of personalized experiences are discounts. When you give your regular customers a reward for their loyalty in the form of discounts, they will buy more from you. 
9. 70% of customers will switch brands for better product quality
   For customers who are willing to switch to a different brand for better product quality, take into account the durability, sustainability, and even energy efficiency of the product. Moreover, when a brand is involved in negative PR, customers try to avoid them. Therefore, brands should keep a 360 view in mind when considering improving their product quality. 

The Value of Customer Experience

Your customers have a lot of power; one negative review about your product can destroy your business. Therefore, paying a lot of attention to customer experience is crucial. Customer experience helps in the sustainable growth of your business, retains loyal customers, and encourages brand advocacy. 

Today, customers are flooded with a lot of options for products and services that are similar to yours. You can provide them with an amazing customer experience that will make all the difference.

Customer Experience Trends

1. Higher demand for personalization
   Customers are starting to appreciate hyper-personalization in every product and service. A study has shown that 77% of customers are likely to buy from a brand that understands their needs and offers personalized services. Moreover, 82% of respondents in another study stated that they appreciate retailers who accommodate their preferences and meet their expectations. Companies can provide hyper-personalization by segmenting their ads based on their target audience. This trend is increasingly being seen in email marketing and e-commerce. For instance, when a customer buys a pair of jeans from an online store, the app also shows personalized suggestions of shirts that will look good with the jeans. 
2. Omni-channel marketing has increased from 20% to 80 %
   In a retail report, PWC found that Omni-channel marketing has increased from 20% to  80% as customers are more likely to contact a brand through any platform of their choice. Therefore, companies must concentrate on focusing on contacting their customer through multiple channels. 
3. Widespread use of chatbots
   It has been seen that a lot of emerging businesses are using chatbots to ease the pressure of human representatives. For growing businesses, it is very difficult to solve the queries of every customer via phone calls or emails. Moreover, it is also strenuous for them to expand their bandwidth without hiring new employees. Therefore, they are increasingly using chatbots to ease the pressure on their employees.  Additionally, studies have shown that 48% of customers are comfortable with interacting with chatbots, and 71% say that they are willing to use chatbots if they improve their customer experience. 
4. Customer data security
   It is imperative for brands to have data about their customers to provide them with a personalized experience. However, at the same time, customers also expect that brand keep their personal information safe. Therefore, you want to have a robust customer data security mechanism that upholds their privacy to improve customer customer. Be transparent about how the customer’s data will be used, and if there is any threat while using their data, inform them about it. 79% of customers think that businesses are not equipped to handle personal data, and this creates an environment of distrust. Moreover, 71% of customers said that they would not buy from a brand that used their data without permission.

How Does Customer Experience Impact Your Brand?

• Customer experience drives referrals and increases retention 
  When brands can provide exceptional customer experiences and solve customer problems promptly, they are more likely to stick with the brand and refer it to others. Studies show that 76% of customers will go out of their way to do business with a company that offers better customer service. 
• Customer experience helps brand address consumer problems before they arise
  Brands can use insights into customer experience to solve customers’ problems before they even arise. This eases the pressure on the support centers and decreases customer support requests. These insights can also be used to train representatives to understand customer needs and address grievances efficiently. 
• Customer experience can help product teams make better decisions
  Customer feedback can be used by the product team to understand the pain points of customers and come up with enhanced products based on the quality and quantity of customer insights. 

Customer Experience Report

According to a customer experience report, the options for digital and self-service for customers seeking assistance have been on the rise. Customers appreciate when companies have customer service facilities that promptly resolve their problems. However, you must know that while AI chatbots have increased, customers also appreciate connecting to a human rep to solve their queries. Let us look at some CX reports for a better understanding:

• In a study, 27% of respondents said they prefer talking to an executive rather than availing of self-service. Therefore, while many customers like the self-service option for problem-solving, to win over the consumers who don’t like it, businesses must have representatives available 24/7. 
• Studies have also shown that a customer’s first step to finding a solution to their problem is a Google search. Moreover, 15% of searches begin with a Google search, leading to organic searches on Facebook or Amazon. Additionally, six out of ten customers visit the direct website for queries. 
• Reports also show that 52% of customers prefer chatting with a business compared to any other digital means of communication. However, only 31% of businesses offer it. Therefore, businesses that don’t have chat support need to prioritize implementing it.

The Importance of Customer Experience for Your Business

Insights into customer experience can help in the sustained growth of your business. A brand can collect customer experience insight through the following:

1. Analyzing customer experience study results
   You must occasionally conduct surveys and studies on customer experience and also take into account the surveys done by other organizations and brands. The results of these surveys will give you a direction on enhancing customer experience. 
2. Identifying the reason for customer churn
   Customer churn is a part and parcel of owning a business. But this becomes an actual matter of concern when the churn rates are higher than usual. When such a situation arises, you need to analyze the situation and learn from it. 
3. Analyzing customer support trends
   You should also analyze the customer support trend your support representatives are dealing with. If you see a problem that is recurring, you need to look for potential reasons that are causing these problems. 
4. Ask customers for feedback
   Create a forum where your customers can provide feedback about your products and address them immediately. While you may not be able to solve every issue, it is essential to look at the problems that your customers are facing. 

What Is a Good Customer Experience?

While a good customer experience will differ from industry to industry, it can broadly be compiled into five points:

1. Prompt problem solving: You must aim to solve your customer’s problems as promptly as possible. The customer shouldn’t have to call you twice to solve the problem, especially if the problem is small and recurring. 
2. Knowledgeable customer support: Invest in a strong team of customer support specialists who know the ins and outs of the brand. Customers are likelier to stick to a brand if their interaction with the support rep is amiable. 
3. Enhanced self-service option: Leverage AI and machine learning as much as possible in your customer support and interaction. This will help customers resolve their problems even before contacting the support team. 
4. Personalization: Personalization is like rewarding your customers for their loyalty. Your current customers will stick with you if you give them personalized service. 
5. Multi-channel communication: The “Gen Z” wants to be connected with your brand through multiple channels. So, make sure to have a marketing tactic that includes email and social media marketing across all channels, along with traditional print marketing.

The Bottom Line

Studies have shown that no brand has succeeded without providing a good customer experience.  A great company always has a customer-centric mindset where they want to give their customers the best experience ever with their products. Therefore, to transform your company into a great one, you should consider improving your customer experience.