11 Statistics Confirming the Importance of Customer Experience

As a result of our approach to rapid lead response, here at Calldrip, we often focus on the experience our clients provide their leads. However, that’s just one part of the picture: we’re also deeply committed to creating a positive customer experience. 

For us, customer success is more than just a “nice to have.” We believe it’s essential for any business’s success - including ours. And in our work, that belief is proven out every day. But sometimes, anecdotal evidence isn’t enough to make a point: you need data.

In this blog, you’ll learn key research-based statistics about the importance of customer success that growth-focused businesses need to know.

Customer success and customer experience are two different disciplines. That said, a commitment to creating a positive customer experience is critical to any customer success effort. 

That’s why we’re sharing data about both of these fields in today’s blog. Let’s take a look.

Customer Success & Customer Experience Statistics

1. 37% of companies don’t have a clearly defined customer success strategy. This leaves a major opportunity for those who prioritize Customer Success. (SurveySparrow)
2. 80% of consumers are more likely to purchase from a brand that provides personalized experiences. (Concentrix 2018)
3. Around 35% of consumers would be willing to pay more for some sort of human interaction. (PwC)
4. Research shows that consumers will pay a price premium - 16% more - for a good customer experience. (PwC)
5. An investment in customer experience is also correlated with improved sales. ​​Companies that invest in customer success are almost 6X as likely to convert a new lead than companies that only focus on product and growth. (Upland)
6. More than 40% said they would pay more for a friendly, welcoming sales experience. (PwC)
7. More than 50% of people consider texting and messaging the modern way to communicate. (Facebook)
8. More than 40% of brands aren’t actively measuring customer happiness, via methods including Net Promoter Score surveys and more. (SurveySparrow)
9. Two-way SMS can improve Net Promoter Scores (NPS) and efficiency by as much as 80%. (VoiceSage)
10. Almost 60% of customers feel many brands have used tech to de-prioritize the human element of customer experience. (PwC)
11. A negative customer experience has a greater impact than a positive one. A negative experience has a 2x greater reach than a positive one, and it takes 12 positive experiences to make up for a one bad experience. (HelpScout)

Consumers consistently say that a positive customer experience is all about creating a fast, friendly, human connection that gets questions answered and makes the customer feel supported. In many cases, this means striking up the right conversation, at the right moment, on the right channel for the customer.

That’s why we recommend a conversational sales approach as part of your overall sales improvement strategy. 

Again, delivering a great customer experience via a conversational sales strategy isn’t about having a service phone number that your prospects and customers can call. It’s also about rapid lead response, leveraging text messaging, and implementing sales coaching to improve your customer’s conversational experience. An all-in-one solution like Calldrip can help you level up your customer experience - and your sales.

Here at Calldrip, we’re committed to helping you improve your sales performance. 

Our all-in-one conversational sales enablement solution empowers your sales team to succeed. Hear from some of our customers around the world, and secure your demo here!