Here are some stats that support investing in an outstanding experience for your customers:

  • By 2020, customer experience will overtake price and product as the key brand differentiator.
    (Source: Customers 2020: A Progress Report)
  • Companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction.
    (Source: McKinsey)
  • A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center.
  • After a poor customer experience, 89% consumers began doing business with a competitor.
  • Customer experience is a high priority for consumers, even in a negative economy.
  • 67% of organizations see access to real-time or near real-time metrics as a very important capability. However, only a few companies (8%) get access to their metrics as soon as they are generated.
  • Contact channels apart from the phone — for example, email, Web self-service, chat, as well as other online techniques — account for over 30% of customer service engagements today. Web self-service and email are the two prominent contact channels next to phone.

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