Industry Knowledge

Question 1

What percentage of customers are likely to “make more purchases from a brand with very good cx”?

Answer 1

95% according to a survey by Qualtrix’s XM Institute (specific to the retail industry)

Question 2

What percentage of customer service professionals say that limited staff is preventing CX efficiency?

Answer 2

63% - this shows that a powerful platform like Emarsys is very valuable in that it’s so powerful and easy to use that less people need to be involved for the same value to be driven. - 2020 study done by Kustomer

Question 3

What is driving businesses toward CX investment?

Answer 3

Typically it’s negative business results

41% was driven by poor customer retention
- Survey done by Forrester asking marketing professionals

Question 4

What are the 3 most popular ways to measure customer experience?

Answer 4

1. Customer Satisfaction Surveys
2. Customer Retention
3. Conversion Rates

Question 5

What is the only developed economy that is in the top ten for retail e-commerce growth for 2022?

Answer 5

The U.S. - growth is predicted to be 15.9%

The Philippines and India are in the top two spots with about 25% growth expected.

Question 6

What is return on investment of e-mail

Answer 6

4200%. For every $1 spent businesses receive $42. -(Source: DMA)

Question 7

What are global retail sales going to be in 2023? Approximately what percentage is this growing at annually?

Answer 7

6.3 Trillion
10% growth rate
*this is global

Question 8

What are online retail sales in the U.S. supposed to be in 2023? What % is this of total retail sales?

Answer 8

$1.1 Trillion in e-commerce sales
16% of all retail sales will be online
**This is below global average of 20.8% of retail sales taking place online.

Question 9

What are the top 5 reasons someone abandons a cart?

Answer 9

Extra costs (shipping, fees, etc) - 48%
Account creation required - 24%
Slow delivery - 22%
Don’t trust site with cc info - 18%
Complicated checkout process - 17%

Question 10

What percentage of shoppers shop online at least once a month?

Answer 10

79%

Question 11

What is cart abandonment on avg. Is it higher on mobile or desktop?

Answer 11

Higher on mobile
mobile - 84%
desktop - 72%

Question 12

How many people in the U.S. shop on social media? What demographic is is most popular with?

Answer 12

Currently 97M and growing fast.
55% of these social media shoppers are 18-24

Question 13

What percentage of shoppers report being influenced by social media when making a purchase?

Answer 13

40%. This number is expected to go up as younger generations come online.

Question 14

What are mobile commerce sales as of 2022 in the U.S.? What does the growth look like?

Answer 14

$431B in 2022 (20% increase Y/Y).
Expected to be $710B by 2025
Growth is crazy in mobile commerce.