19 Powerful Customer Experience Statistics to Know in 2021

If you’re in business, you know how crucial it is to provide an exceptional customer experience. In today’s competitive landscape, delivering a great product or service is simply not enough. You need to go above and beyond to meet and exceed your customers’ expectations.

Here are 19 powerful customer experience statistics to keep in mind as you work to improve your customer experience in 2021:

  1. 86% of buyers are willing to pay more for a great customer experience. (Source: SuperOffice)
  2. 73% of customers say that a good experience is key in influencing their brand loyalties. (Source: PwC)
  3. 83% of customers say that they would recommend a business with great customer experience to their friends and family. (Source: Qualtrics)
  4. 64% of consumers say that customer experience is more important than price in their choice of brand. (Source: Salesforce)
  5. 42% of consumers say that they would stop doing business with a company due to a poor customer experience. (Source: Zendesk)
  6. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Source: American Express)
  7. 56% of consumers say that they are more likely to make a purchase from a company that recognizes them by name. (Source: Salesforce)
  8. 80% of consumers are more likely to do business with a company that offers personalized experiences. (Source: Epsilon)
  9. 89% of companies are expected to compete mainly on customer experience. (Source: Gartner)
  10. By 2023, customer experience will overtake price and product as the key brand differentiator. (Source: Walker)
  11. 55% of consumers are willing to pay more for a better customer experience. (Source: SuperOffice)
  12. Brands that provide a great customer experience achieve a customer retention rate of 94%. (Source: Qualtrics)
  13. 82% of customers who experience a great customer experience will continue to do business with that company. (Source: Temkin Group)
  14. 67% of customers cite bad experiences as a reason for churn. (Source: Kolsky)
  15. 86% of customers will pay more for a better customer experience, but only 1% of customers feel that their expectations are consistently met. (Source: Oracle)
  16. 40% of customers begin purchasing from a competitor because of their reputation for great customer service. (Source: Zendesk)
  17. Companies with a strong customer experience culture have a 70% higher rate of employee engagement. (Source: Forbes)
  18. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. (Source: Deloitte)
  19. Companies with a focus on customer experience have a 1.6x higher customer lifetime value than companies that don’t. (Source: Deloitte)

These statistics clearly show that investing in customer experience is crucial for the success of any business. By prioritizing customer satisfaction, businesses can increase customer loyalty, boost sales, and achieve long-term growth.