28 March 2012

Customer experience statistics for 2012

For those CX professionals concerned with numbers, market statistics regarding customer experience are relevant. Although the value of these statistics can be debated, they still provide some kind of indication on how organizations focus on providing better experiences for their customers. And there is money to be earned, because 86% of consumers will pay more for a better customer experience.

Two other statistics show the urgency for better design thinking within organizations:

“40% of organizations cite ‘complexity’ as the greatest barrier to improving multichannel customer experience, overtaking ‘organizational structure’ since 2010.”

“Only 26% of companies have a well-developed strategy in place for improving customer experience.”

Source: “20 Important Customer Experience Statistics for 2012” (Omar Zaibak ~ CustomerThink)

Customer experience (67)