This infographic looks at 19 CX stats every CX professional should know in 2019, and how much great or bad Customer Experience can impact your bottom line.

1. KEY TAKEAWAY
Brands must have the measures in place to confirm their
customers’ needs and expectations throughout the entire
customer journey. Collecting customer feedback across all
your touchpoints at critical moments in the
customer experience is key.
$1.6T
lost every year in the US (estimated) as a
result of poor customer service4
32% ST
with a bran
after one b
Source: PwC - Exp
$1.6 TR
Estimated
as a result
Source: Accenture
BAD CX CAN BE COSTLY
GREAT CX HELPS
BOOST YOUR REVENUE
(MORE QUICKLY TOO)
It’s no surprise that companies offering great Customer Experience see their
revenue grow faster than those who don’t put CX as a top priority.
67%
of customers say they will pay more for a
great experience1
15%
Average annual revenue growth rate of
‘Experience-Driven Businesses’ vs.
other companies (11%)5
KEY TAKEAWAY
Sometimes, customers may be willing to open their wallets
a little more if it means that they will receive a better and
more pleasant experience down the line.
74%
will likely switch brands if they find the
purchasing process too difficult7
56%
of consumers say ‘the overall enjoyment of
the purchase experience’ is important in their
decision to buy a product or service6
BREED CUSTOMER LOYALTY
AND BOOST CUSTOMER RETENTION WITH GREAT CX
38 percent of consumers say they are more loyal now than they were two years
ago8
. Brands need to capitalize and further entice them to stay.
32%
stop doing business with a brand they love
after only one bad experience9
32% S
with a br
after one
Source: PwC -
$1.6 T
Estimate
as a resu
Source: Accent
BAD CX CAN BE COSTLY
64%
are more likely to recommend a brand to
others if it offers a simpler experience
and communications3
57%
have stopped buying from a company
because one of their competitors provided a
better experience1
CUSTOMER EXPERIENCE ALSO IMPACTS
WORD-OF-MOUTH
It’s easier than ever for people nowadays to share their experiences (or horror
stories) with others. Great CX helps to make sure people paint a good picture of
your brand to others.
KEY TAKEAWAY
There’s a lot of business at stake when it comes to the
Customer Experience you’re offering, whether it’s repeat
business from existing customers, or new business from
potential customers.
50%
Americans would choose word-of-mouth if
asked to pick only one source of info10
71%
recommend a product or service because
they received a “great experience”10
PUTTING THE
CUSTOMER FIRST
BENEFITS YOUR ORGANIZATION AS A WHOLE
Focusing on customers first can lead to happier employees,
which can lead to more effective and positive Customer
Experience efforts.
20%
Organizations with a ‘cross-team approach
with the customer at the heart of all
initiatives’ are likely to significantly exceed
their top business goals vs. other orgs (11%)11
1.3x - 1.5x
‘Experience-Driven Businesses’ see greater
personal, team and department satisfaction
than other companies5
19 CUSTOMER
EXPERIENCE STATS
FOR 2019
Today, consumers’ buying power is growing and
growing, and so are their expectations.
As a result, Customer Experience (CX) is now a top competitive
differentiator among brands in all industries. More than ever,
brands need to optimize their Customer Experience Management
(CEM) efforts. Otherwise, their bottom line might suffer for many
different reasons.
Here are 19 Customer Experience stats you should know for 2019
that show you just how impactful good (and bad) experiences can be
to your bottom line.
CUSTOMER EXPECTATIONS
FOR THE CX ARE AT AN ALL-TIME HIGH
Brands are in a constant struggle to keep up with customer expectations, which
are becoming harder to meet thanks to a combination of technology and data.
KEY TAKEAWAY
Every experience counts, and you need to act quickly to
remedy poor experiences. It’s important to consider both
the short-term and long-term impacts of great (or poor) CX.
KEY TAKEAWAY
For your CX program to succeed, your entire organization
must work as a team and have a culture of customer-
centricity engrained in all of its efforts.
Adjusting your business to offer optimal customer
experiences throughout the entire customer journey
is a big endeavor.
AND NOT JUST A BUZZWORD
67%
of customers say their standard for good
experiences is higher than they’ve ever been1
76%
of customers say they expect companies to
understand their needs and expectations1
$98B
left on the table every year by companies who
fail to provide ‘simple’ experiences3
62%
say they share bad experiences with other
people1
1 IN 2
Experience-Driven Businesses see increased
advocacy as a result of their experience
investments5
1.6x - 1.9x
Higher YoY growth for ‘Experience-Driven
Businesses’ vs. other companies in terms of
customer retention, repeat purchase rates,
average order value and Customer Lifetime
Value (CLV)5
But in the grand scheme of things, it can be a worthwhile
investment that gives you a valuable advantage over your
competitors and boosts your bottom line in different ways.
Launching a Voice of the Customer (VoC)
program across the entire customer journey
empowers you to be customer-focused in your
CEM efforts. Not only that, but it also helps
you align internally more quickly, allowing you
to act on your customers’ expressed intentions
and needs so you can deliver optimal
experiences at key stages throughout
their journey.
CX
SOURCES
1. Salesforce – State of the Connected Customer:
Second Edition
2. Gartner – Gartner Survey Finds Importance of
Customer Experience on the Rise - Marketing Is on
the Hook
3. Siegel+Gale – The World’s Simplest Brands
2018-2019
4. Accenture Strategy – Digital Disconnect in
Customer Engagement
5. Forrester and Adobe – The Business Impact of
Investing in Experience
6. Deloitte – CX marks the spot: Rethinking the
customer experience to win
7. Salesforce – State of the Connected Customer
8. Greenlight Digital (via Netimperative) – Marketers
‘are underestimating customer brand loyalty’
9. PwC – Experience is everything: Here’s how to
get it right
10. Convince & Convert – Chatter Matters: The 2018
Word of Mouth Report
11. Adobe and Econsultancy – Digital Intelligence
Briefing: 2018 Digital Trends
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The expert guided approach
to Customer Experience
Management
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64%
find the Customer Experience more important
than price when purchasing something2
CX IS AN
INVESTMENT