CX Industry Statistics Flashcards
Company’s employing an omni-channel, customer-centric approach saw what benefits?
63% higher profit margins
52% increase in customer retention
Source: Emarsys hired Forrester to survey 620 marketing managers or above.
How many customers indicate they’d stop shopping with a brand after a few bad experiences?
55% of customers
-PwC’s Customer Loyalty Survey
Main reasons customers switch brands according to PwC?
3 of the top 5 reasons were related to poor customer experience
-PwC Customer Loyalty Survey
How many channels do customers interact with a brand on before purchasing
3-5 channels according to McKinsey
What % of customers are more likely to purchase if experience is personalized?
80% of customers are more likely to purchase.
-Emarsys retail roadblocks
How much more do customers spend on average when offers are personalized?
18% more according to Mastercard
How do personalized offers affect customer churn
75% reduction in customer churn when offers are personalized
-Mastercard
What are some statistics from the KPMG report on customer privacy concerns?
86% feel a growing concern about data privacy
75% want greater transparency about how data is used
40% said they’d share data if they know how it’s being used.
Only 53% of businesses surveyed try to show this transparency
Whare are some statistics around tech stack complexity in the current market?
11,000 martech applications exist
28% of B2C marketers say their current tech portfolio is too complex and has redundancies - Forrester
The average enterprise MarTech stack is only being used at 42% of it’s capabilities - Gartner
What did the 2022 Forrester CX Index show in general?
CX quality in the U.S. fell back to 2020 levels (reversing gains made in 2021).
More brands (40) had significant score decreases than significant score increases (21)
