Customer stats that may have you reconsidering your business strategy
Customers’ expectations have been soaring lately. As competition continues to grow and things become easier than ever to access, customers have bigger demands. If they don’t receive the type of service they want with one company, they may leave that company and go elsewhere. Customers don’t need to feel locked in when there are other options out there. So, what keeps them coming back to your business? Well, we want to dive into this a little by going over some interesting statistics. It’s not just about the products or services you provide, but also the overall customer experience that matters to them. Let’s take a look at a few of these stats.
Customers’ expectations are incredibly high right now
As we mentioned in our introduction, expectations are high and it’s important to be aware of this. According to HubSpot, many leaders in the CX industry have expressed this. In fact, 90% of industry leaders have reported these high expectations. Businesses can meet these demands by relying on a trusted outsourcing partner who can provide excellent customer support solutions.
Customers may leave if they have a negative experience
A startling 49% of consumers have shared that they’ve had more negative experiences over the course of this year, according to Amazon. This could be the reason that 69% of customers will try to find a resolution themselves (source: HubSpot). People will try to avoid long conversations and bad encounters. However, sometimes customers simply need to reach out, and a negative experience could hurt the business. If customers in the U.S. have a single negative encounter with a business, they might leave; in fact, according to PwC, 17% will. And if a U.S. customer has a few of these experiences, they’re even more likely to leave, PwC reports 59%.
Customers talk about their experiences
Whether a customer has a good or bad experience with your business, they are likely to talk about it. In fact, HubSpot reports that a large percentage of agents feel this way, 85% to be exact. This is important to know because reviews and word-of-mouth advertising can make or break a business. Forbes reports that “90% of people are more likely to trust a recommended brand, even if the recommendation is from strangers.” They also report that “on average, word-of-mouth drives $6 trillion in annual global spending and is responsible for 13% of all sales.” They even say that “26% of people will completely avoid a brand if their friend or family tells them about a negative experience…”
Overall, you can see how these stats reflect that customers expect excellence. They desire positive brand experiences and may leave if they have negative encounters. They also like to share what type of experience they’ve had with businesses, which can further impact a business’s sales. This is why it’s more important than ever before to partner with a trusted contact center that can provide customer service solutions that will keep consumers happy. Please visit our website today to learn about our offerings. We’re devoted to keeping customers satisfied.