Customer Communications Management Statistics 2024 – Everything You Need to Know

• 15% – The percentage of customer churn from failure to reply to reviews. ^[7]
• Workplace communication statistics show that 86% of employees and executives cite the lack of effective collaboration and communication as the main causes for workplace failures. ^[0]
• Another research by Salesforce that included not only employees, but corporate executives and educators as well, shows that 86% of them believe ineffective communication is the underlying reason for workplace failures. ^[0]

Customer Communications Management Latest Statistics

• Customer communication management should be high on any company’s agenda – and yet, 88 percent of organizations aren’t satisfied with how they manage customer facing communications across the customer journey, according to Forrester. ^[8]
• Around 30 percent of companies sit in the category. ^[8]
• Around 60 percent of companies are at this stage. ^[8]
• Around 10 percent of companies are at this stage. ^[8]
• This trend has bled through to customer expectations when it comes to communication 90 percent of customers now expect an immediate response – with 60 percent defining “immediate” as less than 10 minutes. ^[8]
• The Ultimate Guide Customer communication management should be high on any company’s agenda – and yet, 88 percent o. ^[8]
• As much as 70% of buying experiences are based on how customers feel after becoming a customer. ^[9]
• Finally, reduce customer churn by 5% and you can experience a 95% boost to your profits. ^[9]
• Bain & Co suggests that between 60 80% of customers who describe themselves as satisfied do not go back to do more business with the company that initially satisfied them. ^[9]
• In fact, 86% of buyers are willing to pay more for a great customer experience. ^[1]
• For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[1]
• 49% of buyers have made impulse purchases. ^[1]
• It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[1]
• In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[1]
• In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[1]
• In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[1]
• Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[1]
• For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[1]
• And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[1]
• So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[1]
• However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[1]
• According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[1]
• On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[1]
• In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[1]
• Today, 67% of customers prefer self service over speaking to a company representative. ^[1]
• Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[1]
• In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[1]
• With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[1]
• 8% CAGR during the forecast period. ^[2]
• Assured post sales research support with 10% customization free. ^[2]
• 90% of consumers worldwide consider issue resolution as their most important customer service concern. ^[7]
• 63% of consumers see value as the main factor that differentiates one company from another due to COVID. ^[7]
• 50% of Americans think that customer service continues to improve. ^[7]
• 64% of US consumers contacted customer service in 2017. ^[7]
• 47% of consumers around the world say companies should act on customer feedback. ^[7]
• 600% to 1,400% – The lifetime value of a customer experience promoter to a business compared to that of a detractor. ^[7]
• 63% of customers worldwide perceive that customer service continues to improve every year. ^[7]
• 55% of consumers from around the world say that they have higher customer service expectations than the previous year. ^[7]
• 75% of brands measure customer engagement but cannot define it. ^[7]
• 75% of consumers expect agents to know who they are, what they have purchased, and to have insights into their previous engagements. ^[7]
• 89% of customers would have switched to brands that offer better customer engagement and experience in 2020. ^[7]
• 50% of customers who switched to another brand due to poor personalization think that the number of invasive ads is increasing. ^[7]
• 66% of consumers are willing to disclose more of their personal data in exchange for a more customer. ^[7]
• 89% of customers view brands favorably if they proactively invite and welcome customer feedback. ^[7]
• Companies that use customer journey maps experience a significant 81% improvement in customer satisfaction. ^[7]
• 73% of customers say they stay loyal to brands because of friendly customer service agents. ^[7]
• A 5% rise in customer retention of merely 5% can result in a 25% increase in profit. ^[7]
• 67% of repeat customers are more likely to spend more with a brand because of excellent customer service. ^[7]
• 93% of customers are likely to make repeat purchases with businesses that offer great customer service. ^[7]
• 70% of previously dissatisfied consumers who had their problems resolved by customer service are willing to shop with the brand anew. ^[7]
• 85% of the time – The response rate of companies to customer service queries. ^[7]
• 70% of previously dissatisfied consumers who had their problems resolved by customer service are willing to shop with the brand anew. ^[7]
• 31% of customers worldwide prefer talking with knowledgeable customer agents. ^[7]
• 85% of the time – The response rate of companies to customer service queries. ^[7]
• 50% of customers increase their purchasing with a brand after a positive experience with that company. ^[7]
• 68% of American consumers consider positive reviews tend to influence them to use a business. ^[7]
• 87% of consumers read online reviews for local businesses in 2020. ^[7]
• 72% of consumers share their good customer experience with others. ^[7]
• 58% of US customers have left a brand because of poor service. ^[7]
• consumers consider customer service to be a key factor 27% of US consumers say that the difficulty to reach a live agent is among their top frustrations with bad customer service. ^[7]
• 36% of 1834yearold customers worldwide say that their greatest frustration is dealing with a poorly. ^[7]
• 28% of consumers say the most frustrating issue is simple but hard to find information. ^[7]
• 63% of American consumers have switched brands due to bad customer service. ^[7]
• 33% of Americans say they’ll consider switching companies after just a single instance of poor service. ^[7]
• Over 40% of companies’ Covid19 related calls involved sharing customer frustrations. ^[7]
• The number of calls rated as “difficult” have increased from 10% to 20% during the onset of the pandemic. ^[7]
• 71% of consumers worldwide have used a telephone to contact customer service. ^[7]
• 54% of customers looked favourably on a brand that answered customer service questions via social media. ^[7]
• 66% – Percentage of customer service interactions worldwide that start with self service rather than with an agent. ^[7]
• 16% of customers worldwide use mobile devices for contacting customer service. ^[7]
• 49% of consumers have used 3 5 communication channels to contact customer service. ^[7]
• 54% of consumers worldwide favor brands that respond to customer service questions or complaints on social media. ^[7]
• 52% of customer service engagements around the world begin online. ^[7]
• 40% of customers prefer to talk to a real person over the phone for more complex interaction like payment disputes. ^[7]
• 86% of consumers expect companies to provide an online customer service portal. ^[7]
• 53% of customers worldwide prefer to use online self service customer service channels. ^[7]
• 91% of consumers say customer service reviews influence their expectations of businesses. ^[7]
• 64% of customers prefer to communicate with businesses through email. ^[7]
• 43% of customers in the automobile insurance sector say it would be easier for a single service rep to manage claim processes. ^[7]
• 39% of customers spend more of their time on social media for various purposes such as customer service. ^[7]
• 48% of customers expect companies to respond to social media queries within 24 hours. ^[7]
• 84% of US consumers who sent customer service requests through social media say they have received a response from the company. ^[7]
• 33% of US consumers do not expect a response to questions asked through social media. ^[7]
• 33% of US consumers have used social media to complain about a brand or its customer service. ^[7]
• 80% of consumers aged 18 to 34 say social media is an effective customer service channel. ^[7]
• 59% of consumers aged 35 to 54 have praised a brand or its customer service through social media. ^[7]
• 67% of consumers approve proactive customer service notifications. ^[7]
• product reviews has increased by 104% at the onset of the pandemic. ^[7]
• 63.6% of consumers first check reviews on Google over other sites before making a purchasing decision. ^[7]
• 31% of consumers say they started to read more reviews because of Covid. ^[7]
• 67% of customers will not use a business if reviews mentioned it doesn’t use COVID 19 health and safety measures. ^[7]
• 53% of consumers expect companies to reply to their online reviews within a week. ^[7]
• 21% of consumers expect companies to respond to negative reviews within 24 hours. ^[7]
• 17% of customers provide feedback when given the opportunity. ^[7]
• Consumers who have had bad customer experiences are more likely to make a review than those who had positive experiences. ^[7]
• 68% of customers have left a review for a local company when given the chance. ^[7]
• 70% of 18 to 34year olds believe their customer service expectations have risen. ^[7]
• 31% of customers report reaching out to a business through Twitter. ^[7]
• 80% of young adults say their perception of a brand improves if it responds to social media inquiries. ^[7]
• 26% of customers rely on Facebook to contact customer service. ^[7]
• 62% of customers share their bad customer experiences with others. ^[7]
• 45.9% of businesses say that customer experience is their top priority for the next five years. ^[7]
• 58% of consumers worldwide have stopped doing business with a company after a bad customer service experience. ^[7]
• 86% of consumers are willing to spend more to have a great customer experience. ^[7]
• 15% – The risk of increasing customer churn from not replying to reviews. ^[7]
• B2C companies experience higher churn than B2B, at 7.05% versus 5.00%. ^[7]
• 11% of customer churn can be prevented through company outreach. ^[7]
• The average voluntary churn is 4.21%, while 1.39% is the average for involuntary churn among SAS firms. ^[7]
• 67% of customers churn can be prevented by resolving a customer issue during the first engagement. ^[7]
• 85% of customer churn stemming from poor customer service can be prevented. ^[7]
• 52% of businesses intend to postpone or reduce AI investments because of COVID. ^[7]
• 36% of customers worldwide think that chatbots are ineffective. ^[7]
• 77% of instant responses come from online chat. ^[7]
• 82% among world class firms are zeroing in on human experience using AI. ^[7]
• 51% of agents who do not use AI spend more time on mundane tasks. ^[7]
• 187% – The expected growth in the use of AI in the travel and hospitality sectors. ^[7]
• 82% of service industry executives say they need to transform customer service. ^[7]
• 62% of customers are open to the use of AI to improve their experiences. ^[7]
• 30% of consumers worldwide think that chatbots are highly effective. ^[7]
• 71% of Americans would rather interact with a human than a chatbot or other forms of automation. ^[7]
• 21% of American customers say that chatbots have been very helpful in resolving issues. ^[7]
• 55% of consumers say the greatest chatbot benefit is instant response time. ^[7]
• Chatbot effectiveness has slightly declined as only 28% of users are able to resolve their product or service issues. ^[7]
• On the other hand, teams who communicate effectively may increase their productivity by as much as 25%. ^[0]
• According to a McKinsey report, wellconnected teams see a productivity increase of 20. ^[0]
• This increase affects task work — CMSWire reports that 97% of employees believe communication impacts their task efficacy on a daily basis. ^[0]
• Moreover, a report by Think Talent shows that employees working in organizations with effective communication plans — ones that manage to minimize the silo effect and centralize communication — are 3.5 times more likely to outperform their peers. ^[0]
• As showcased by Lexicon, a high percentage of more than 80% of Americans believe employee communication is crucial for developing trust with employers. ^[0]
• According to her, miscommunication can cost a company of 100 employees $420,000 per year. ^[0]
• According to David Grossman’s report, “The cost of poor communications” which included 400 large companies and 100,00 employees, the cost of communication barriers that arise in the workplace stands at $62.4 million per year, per company. ^[0]
• According to research, 28% of employees point at poor communication as the reason for breached deadlines. ^[0]
• One survey reported by the Harvard Business School shows 89% of employees serve on at least one global team. ^[0]
• Moreover, 62% have colleagues from three or more cultures. ^[0]
• According to Alexika, here are the 10 business languages of the world, based on the percentage of world Gross Domestic Product , and Gross Domestic Product in $US billions. ^[0]
• You’ll also find the number of people who speak these languages worldwide, according to Ethnologue Language GDP in $US Billions % of world GDP Number of worldwide speakers 1. ^[0]
• Official statistics show 78.1% of the US population speak English as their mother tongue. ^[0]
• Spanish with a share of over 72.06%; French with a share of 14.08%; German with a share of 4.43%; Latin with a share of 2.30%; Japanese with a share of 0.82%. ^[0]
• Spanish with a share of 50.2%; French with a share of 12.4%; American Sign Language 7.4%; German 5.7%; Japanese with a share of 4.9%. ^[0]
• Official statistics show 98% of the UK population speak English as their mother tongue. ^[0]
• When it comes to the languages spoken by the UK population aged 18 34 — the population of people likely to be engaged in work with a multicultural team — the top 5 include French; German; Spanish; Italian; Hindi. ^[0]
• However, the listed languages are each spoken only by less than 20% of the UK population. ^[0]
• According to a Statista report about finding reliable Covid 19 sources, 74% of people worldwide were worried there was a lot of false information circulating about the virus. ^[0]
• Moreover, 45% found it difficult to find reliable and trustworthy information about the virus and its effects. ^[0]
• Perceptyx reports that when employees were extremely content with communications about the company’s response to coronavirus, a whopping 96% of them trusted their employers put employee safety first. ^[0]
• However, when such communication was poor, only 30% believed this. ^[0]
• According to a Buffer’s State of Remote Work report from 2018. ^[0]
• Back then, 21% of respondents highlighted remote collaborating and/or communicating as a crucial remote work challenge. ^[0]
• A Statista report on the biggest struggles with working remotely, shows that 16% of people had difficulties with collaboration and communication in 2021. ^[0]
• , when 20% of people had the same difficulties. ^[0]
• In concrete numbers, this amounts to 65% of employees who’ve had communication training, compared to 52% of those who didn’t. ^[0]
• According to a Gartner snap poll focused on making remote work successful during the pandemic, 54% of HR leaders cite poor technology and/or remote work infrastructure as the primary barrier to effective remote work. ^[0]
• Forbes reports that the biggest such obstacle for 35% of people was weak Internet. ^[0]
• Despite the occasional Internet issues, the previously mentioned Workplace Insight study has found that 85% of employers believe their employees have the technology, tools, and resources they need for productive remote work during an extended period. ^[0]
• Out of 2,000 respondents, about 1,100 (55%). ^[0]
• In numbers, home based employees tend to procrastinate 10 minutes less; work 1.4 days per month more; be 47% more productive. ^[0]
• Namely, Workplace Insight has found only 15% of companies from Great Britain and Western Europe say working from home has had a clear negative effect on employee productivity. ^[0]
• This study found that 73% of respondents believed they were more efficient when working from home;. ^[0]
• For better or for worse, 68% believed they workedmore hourswhile working from home. ^[0]
• According to a Gallup report about “How Coronavirus Will Change the ‘Next Normal’ Workplace”, the US alone saw a jump from 31% to 62% of people working remotely. ^[0]
• One Stanford research by Stanford economist Nicholas Bloom shows 42% of the US workforce was working remotely in 2020. ^[0]
• Statista research detailing the attitudes on remote work from employees in companies with digital output shows that 86% of them view remote work as the “future of work”. ^[0]
• Moreover, a whopping 90% would recommend a remote work arrangement to a friend. ^[0]
• remote work possibilities.87% of employees declared they are “satisfied with tools and processes that enable remote team communication”. ^[0]
• This likely prompted 84% of employees to declare they can accomplish all of their tasks remotely. ^[0]
• 86% of employees declared their leadership teams provide “agency and autonomy while working remotely”. ^[0]
• Moreover, 84% of employees declared their leadership “understands what it takes to operate remotely”. ^[0]
• A Gallup report even shows that as many as 54% of US workers would now leave their current job positions to pursue positions in companies that allow working from home. ^[0]
• Moreover, Global Workplace Analytics shows that over 33% of employees would take a pay cut for the option to work from home. ^[0]
• 2,058 US adults found that 69% of managers simply feel uncomfortable when communicating with employees faceto. ^[0]
• This percentage is partly because 37% of the said managers feel uncomfortable giving direct feedback in business communication situations. ^[0]
• Perhaps as a result of this reluctance to provide feedback, a small percentage of only 18% of employees have their communication skills evaluated within their performance reviews. ^[0]
• Moreover, one Gallup estimate shows that only 50% of employees know what their managers expect from them. ^[0]
• The Harvard Business Review cites that 72% of employees feel their performance would improve if their managers were to provide corrective — sometimes also dubbed as “negative” — feedback. ^[0]
• Interestingly, employees actually prefer corrective feedback to praise or recognition by a 14% difference — with a 57% to 43% ratio. ^[0]
• Moreover, If the corrective feedback is delivered appropriately, the original 72% rise to a whopping 92% of respondents who believe negative feedback is an effective way to improve one’s performance. ^[0]
• A study by Officevibe shows that 43% of highly engaged individuals receive feedback at least once per week, in contrast with only 18% of low. ^[0]
• In line with that, a report by Gallup shows engaged employees are 27% more likely to show an excellent work performance. ^[0]
• A report by Trade Press Services shows that as many as 85% of employees claim they are most motivated when regularly updated about company news and information. ^[0]
• And, according to Gatehouse, as many as 64% of businesses cite their business strategies, values, and purpose as crucial information they want to communicate. ^[0]
• Namely, CEB/Gartner reports that more informed employees tend to outperform their less informed peers by a whopping 77%. ^[0]
• Sadly, the same Trade Press Services report also shows that as many as 74% of employees believe they are missing out on important news and information in their companies. ^[0]
• Moreover, IBM indicates 72% of employees don’t fully understand their companies’ business strategies. ^[0]
• GoVitru reports that only 5.9% of organizations communicate goals on a daily basis — even though clear business goals are a crucial component in directing employee’s everyday efforts. ^[0]
• Furthermore, only a share of 23% of executives claims their companies are efficient at aligning employees’ goals with corporate purposes. ^[0]
• As a result, a majority of employees simply lack direction in work — or, a share of 57%, to be exact. ^[0]
• Namely, one Workforce report shows that 60% of companies lack a long term strategy or vision for their internal communication processes. ^[0]
• Namely, one VMA Group Study shows that 46% of its respondents say their communication progress is NOT researched or measured with Key Performance Indicators and other relevant metrics. ^[0]
• Moreover, Gatehouse reports that 21% of worldwide businesses admit they do NOT have a formal plan for internal communication — this percentage rises to 31% in the US. ^[0]
• The effects of great communication skills are undeniable — 73% of employers want employees with strong written communication skills, as found by the National Association of Colleges and Employees. ^[0]
• The Association of American Colleges and Universities cites additional communication skills employers look for in prospective hires — as many as 93% of employers expect a demonstrated capacity to Think critically; Communicate clearly; Solve complex problems. ^[0]
• Namely, one GMAC Corporate Recruiters survey shows that 69% of recruiters feel confident about hiring business school graduates who have the right communication skills, despite their lack of experience. ^[0]
• Companies whose leaders possess effective communication skills have a 47% higher return to shareholders during a five. ^[0]
• Namely, people who feel heard by co workers and superiors report feeling 4.6 times more likely to feel empowered to perform their best work. ^[0]
• However, studies show that people spend 75% of the time while listening to others distracted, preoccupied, or forgetful. ^[0]
• Luckily, research at the University of Minnesota shows that students who take listening training improve their ability to understand what is said by 40%. ^[0]
• One Queens University of Charlotte infographic shows that 75% of employers view collaboration and teamwork as important aspects of a successful business. ^[0]
• This percentage is well justified — the Institute for Corporate Productivity and Babson’s College Professor Rob Cross surveyed 1,100 American companies to find that companies who promote collaborative work are 5 times more likely to report a high performance. ^[0]
• However, 39% of employees around the world believe that people in their organizations simply don’t collaborate enough. ^[0]
• One McKinsey report indicates that 80% of businesses use social collaboration tools to enhance their business processes. ^[0]
• Remotely reports that using online collaboration tools, but also participating in digital workplaces, helps increase productivity by 20. ^[0]
• But, their preference for online communication at home (with a share of 65%). ^[0]
• Ateam communication app, in 55% of the cases; email, in 28% of the cases. ^[0]
• Emails are also a favorite communication channel — as many as 93% of Baby Boomers use email on an everyday basis. ^[0]
• CMSWire reports that 85% of employees use more than one communication device to communicate at work — as many as 32% use three or more devices because they value flexibility. ^[0]
• Computers— in 44% of the cases; Smartphones— in 36% of the cases; Tablets— in 16% of the cases; Desktop phones— in 5% of the cases. ^[0]
• If they’re receiving voicemails, 82% claim they prefer the voicemails to come as text messages — because text is easier to scan for the right information. ^[0]
• Instead, they rely on Emails— in 48% of the cases; Mobile phones— in 20% of the cases; Desk phones— in 10% of the cases; Text messaging— in 8% of the cases; Online meetings— in 8% of the cases. ^[0]
• Globally speaking, these averages differ only slightly, according to a world encompassing Statista report North America— 3.1 communication tools; Asia Pacific— 3.42 communication tools; Europe, Middle East, and Africa— 3.56 communication tools. ^[0]
• 44% of employees want to use their business communication tools more. ^[0]
• The previously mentioned Interact survey shows that 16% of managers prefer email interactions because they feel uncomfortable communicating faceto. ^[0]
• report by Project shows that 39% of businesses primarily use email for employee communication. ^[0]
• Emails are also reported to be the primary method of communication for as many as 74% of adults. ^[0]
• For example, only 34.1% of emails in North America actually get opened, which implies the abundance of email comes with a lower interest to interact. ^[0]
• This disinterest may also be justified by the lack of emails’ true relevance — as many as 62% of emails in an average inbox are deemed unimportant. ^[0]
• Furthermore, the emails that do get opened — 70% of emails we chose to open will get opened within 6 seconds upon receipt — still represent a productivity killer. ^[0]
• According to Clockify’s report on the time spent on emails as a recurring task, we spend 2.5 hours per day communicating via email. ^[0]
• Namely, Project’s report shows that 63% of people have missed an important piece of information because it went to a colleague’s inbox while the said colleague was absent. ^[0]
• Almost half of the employees (47%). ^[0]
• According to Project, online tools take second place when it comes to workplace communication devices — with a share of 28%. ^[0]
• A Work Institute report on retention shows that effective communication systems help retain top talents in companies by 450%. ^[0]
• A detailed Pew Research Center study shows that 81% of adults working from home at least part time say they use video calling or online conferencing services to stay in touch with their teams. ^[0]
• 59% report using these services and tools often. ^[0]
• Income is the second influential factor — video calling/online conferencing services are used by 69% of upperincome workers; 56% of middleincome workers; 41% of lower. ^[0]
• An individual’s role in an organization is the third factor — 70% of supervisors use these tools, compared to 55% of people who are not supervisors. ^[0]
• Apart from video calling/online conferencing services, 57% of people also like to use instant messaging platforms. ^[0]
• 43% report using these business communication platforms often. ^[0]
• These platforms are used by 49% of those younger than 50; 30% of those 50 and older. ^[0]
• Namely, in companies that use Intranets as online communication solutions, only 13% report using them daily. ^[0]
• According to a survey by Prescient Digital Media, 31% of employees surveyed admit they never use their companies’ Intranets. ^[0]
• According to Project, people spend 23% of their time engaged in business communication on in. ^[0]
• According to the Otter blog, there are 11 million meetings held each day, and employees spend 4 hours in meetings or preparing for meetings. ^[0]
• Project’s report shows that 61% of people believe they waste time at meetings. ^[0]
• This assumption seems to be justified — as many as 71% of senior managers believe meetings to be unproductive and inefficient. ^[0]
• Namely, about 70% of Millennials claim going to the office is not necessary for effective work. ^[0]
• According to Project, phone calls are still present as a form of workplace communication — albeit, with a share of only 2%. ^[0]
• After all, as many as 75% of millennials — who currently represent the most prevalent generation in the US labor force — dislike making phone calls as they consider them “time. ^[0]
• According to ZDNet research, an average phone conversation lasts 3 minutes and 15 seconds. ^[0]
• 73% of Employers Want Candidates With This Skill. ^[0]
• .Happy Workers are 13% More Productive. ^[0]
• Globally, In 2017,64%of Americans contacted some form of customer service. ^[10]
• In 2017, Worldwide,67%of people believe that customer service as a whole is improving. ^[10]
• 52%of people around the globe believe that companies need to take action on feedback provided by their customers. ^[10]
• 75%of brands report that they are measuring customer engagement, but cannot define what it is. ^[10]
• 46%of global contact center decision makers project their contact centers to grow 5% 10% in the next year, and 14% project growth of more than 10%. ^[10]
• A customer experience promoter has a lifetime value to a company that’s600 to 1,400%that of a detractor. ^[10]
• 67%of customers worldwide say that customer engagement levels have improved in the last 2 years. ^[10]
• Across the globe, 33%of customers who abandoned a business relationship last year did so because personalization was lacking. ^[10]
• 48%of consumers expect specialized treatment for being a good customer. ^[10]
• 34%of companies are implementing “customer journey mapping” into their customer service. ^[10]
• 72%of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.”. ^[10]
• Brands are viewed more favorably by77%of consumers if they proactively invite and accept customer feedback. ^[10]
• 89%of consumers have switched to doing business with a competitor following a poor customer experience. ^[10]
• 70%of consumers say they have already made a choice to support a company that delivers great customer service. ^[10]
• Service insight and knowledge is also key to a good experience according to62%of consumers. ^[10]
• Service insight and knowledge is also key to a good experience according to Americans will pay17%more to do business with firms with great reputations when it comes to customer service. ^[10]
• 52%of consumers say they have made an additional purchase from a company after a positive customer service experience. ^[10]
• Attracting a new customer is About one in three people (30%). ^[10]
• About one in three people . ^[10]
• A5%increase in customer retention can produce25%more profit. ^[10]
• Globally, companies respond to customer service questions85%of the time. ^[10]
• 90%of customers are influenced by positive reviews when buying a product. ^[10]
• Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for73%of customers. ^[10]
• Increasing customer retention rates by5%increases profits by25% to 95%. ^[10]
• The 67%of customer churn is preventable if firms resolve issues the first time they occur. ^[10]
• 27%of Americans report “lack of effectiveness” as their number one frustration with customer service. ^[10]
• 12%of Americans rate their number one frustration with customer service as “lack of speed.”. ^[10]
• 79%of consumers who shared complaints about poor customer experience online had their complaints ignored. ^[10]
• 91%of customers who are unhappy with a brand will just leave without complaining. ^[10]
• 56%of people around the world have stopped doing business with a company because of a poor customer service experience. ^[10]
• 47%of consumers have made the choice to switch to a different brand due to bad customer service within the last year. ^[10]
• 72%of consumers see having to explain their problem to multiple people as poor customer service. ^[10]
• After a bad customer service experience,39%of customers will avoid a company for two years. ^[10]
• 44%of consumers say they have received the wrong answer from a customer service representative in the past. ^[10]
• 84%of millennials say that businesses are meeting or exceeding their service expectations. ^[10]
• Millennials will pay21%more to do business with companies who excel at customer service. ^[10]
• the 63%of millenials begin their customer service interactions online. ^[10]
• 74%of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. ^[10]
• Millennials use their mobile devices to contact customer service at a rate of43%. ^[10]
• Millennials use their mobile devices to contact customer service at a rate of 31%of customers report reaching out to a company via Twitter. ^[10]
• It’s estimated that45%of customer service requests over social media are acknowledged by the company. ^[10]
• It’s estimated that 67%of customer service interactions can be handled by a dedicated community of core customers. ^[10]
• 29%of global companies prefer smartphones and mobile devices to traditional computers due to mobility. ^[10]
• 57%of customers would rather contact companies via digital media such as email or social media rather than use voice. ^[10]
• disputes,40%of customers prefer talking to a real person over the phone. ^[10]
• For more complicated interactions, such as payment disputes, 23%of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. ^[10]
• 88%of consumers are influenced by online customer service reviews when making a buying decision. ^[10]
• 86%of millennials say they are influenced by negative reviews when purchasing a product or service. ^[10]
• 33%of customers have contacted a company using Facebook and similar social channels. ^[10]
• 79%of millennials are more inclined to buy from brands that have a mobile responsive customer support portal. ^[10]
• Out of all customer service engagements around the world in 2017,52%began online. ^[10]
• Out of all customer service engagements around the world in 2017, 66%of consumers have used at least 3 different communication channels to contact customer service. ^[10]
• Globally, only5%of customer service interactions begin with a face to face meeting. ^[10]
• Globally, only 74%of Americans have used the landline to contact customer service. ^[10]
• Over50%of companies report their most critical customer experience issue as being “providing a seamless experience across multiple channels.”Incite. ^[10]
• It’s estimated that by 2020,85%of customer service interactions will be automated. ^[10]
• It’s estimated that by 2020, Over60%of US consumers prefer an automated self service, such as a website or mobile app, for simple customer service tasks. ^[10]
• 30%of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. ^[10]
• 37%of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. ^[10]
• 30%of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience. ^[10]
• 77%of consumers report having used a self. ^[10]
• 47% of customers say they’ll stop buying from a company if they have a subpar experience. ^[11]
• The same study reveals that 76% of customers now say it’s easier than ever to take their business elsewhere. ^[11]
• According to another recent study, 91% of customers who are unhappy with a brand will leave without complaining. ^[11]
• 70% of buying experiences are based on how the customer feels they are being treated. ^[11]
• 62% of customers say they share their bad experiences with others. ^[11]
• The same study by Salesforce showed that 72% of customers will share their good experiences with others. ^[11]
• That’s a full 10% more positives than negatives. ^[11]
• Salesforce found that a great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it. ^[11]
• For example 70% of customers say service agents’ awareness of sales interactions is very important to keeping their business. ^[11]
• 80% of customers say the experience a company provides is just as important as its products or services. ^[11]
• 59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[11]
• 90% of people are more likely to trust a company if they have a strong privacy policy. ^[11]
• 88% of people trust companies that vow not to share their personal information without permission. ^[11]
• 92% appreciate companies giving them control over what information is collected about them. ^[11]
• 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. ^[11]
• 27% of Americans report that ineffective customer service is their number one frustration. ^[11]
• Another 12% of Americans rate their number one frustration as “lack of speed”. ^[11]
• 72% of customers say that explaining their problems to multiple people is poor customer service. ^[11]
• 79% of consumers who used feedback to complain about poor customer experience online were ignored. ^[11]
• 33% of consumers would recommend a brand that provides a quick but ineffective response. ^[11]
• Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[11]
• Some of the highlights 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[11]
• 64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[11]
• 63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[11]
• 52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[11]
• 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[11]
• 20% of customer service teams use voice activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company. ^[11]
• Highlights include 88% of high performing service decision makers are making significant investments in agent training compared to only 57% of underperformers. ^[11]
• 83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[11]
• 69% of high performing service agents are actively looking for situations to use artificial intelligence compared to only 39% of underperformers. ^[11]
• Customer service statistics show that service teams are projected to increase their use of AI by 143% over the next 18 months. ^[11]
• High performing service teams are 3.2 times more likely than underperformers to have a defined AI strategy. ^[11]
• 51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI. ^[11]
• More financial services firms are adopting AI, with 41% using some form of AI compared to other sectors. ^[11]
• For example, only 13% of education institutions are using AI. ^[11]
• Only 9% of governments use AI chatbots as opposed to 42% of media and communications companies. ^[11]
• Showing the highest projected growth rate, customer service teams in the travel and hospitality industry expect AI use to grow 187% over the next 18 months. ^[11]
• Looking ahead, 82% of service decision makers say their company’s customer service must transform to stay competitive. ^[11]
• 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[4]
• 58% of American consumers will switch companies because of poor customer service. ^[4]
• 89% of consumers are more likely to make another purchase after a positive customer service experience. ^[4]
• 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[4]
• If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. ^[4]
• Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. ^[4]
• 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[4]
• Roughly 50% of customers say they would switch to a new brand after one bad experience. ^[4]
• After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[4]
• Nearly 80% will forgive a bad experience if they rate the service team as “very good.”. ^[4]
• 78% of customers have backed out of a purchase due to a poor customer experience. ^[4]
• More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[4]
• The effectiveness of bots in resolving issues has fallen to 28%. ^[4]
• American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[4]
• 79% of American internet users are on Facebook, making it the most popular social media platform. ^[4]
• 33% of customers are most frustrated by having to wait on hold. ^[4]
• 33% are most frustrated by having to repeat themselves to multiple support reps. ^[4]
• In a similar study, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[4]
• 53% of shoppers believe their feedback doesn’t go to anyone who can actually act on it. ^[4]
• 36% of consumers overall will share their customer service experience, whether good or bad. ^[4]
• 94% of American customers will recommend a company whose service they rate as “very good.”. ^[4]
• Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.”. ^[4]
• 50% of customers say they don’t share their bad or good service experiences through social media. ^[4]
• Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. ^[4]
• Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[4]
• 89% of companies with “significantly above average” customer experiences perform better financially than their competitors. ^[4]
• 70% of the customer’s journey is based on how the customer feels they are being treated. ^[4]
• Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[4]
• On average, customer service agents only ask for a customer’s name 21% of the time. ^[4]
• 71% of consumers believe that a quick response from your service team can drastically improve their customer experience. ^[4]
• Almost 90% of customers report trusting a company whose service they rate as “very good.”. ^[4]
• On the other hand, only 16% of those who give a “very poor” rating trust companies to the same degree. ^[4]
• 90% of customers rate an “immediate” response as important or very important when they have a customer service question. ^[4]
• 60% of customers define “immediate” as 10 minutes or less. ^[4]
• More than 70% of consumers believe that companies should collaborate on their behalf, so that they don’t have to repeat information to different representatives. ^[4]
• Nearly 70% of customers are irritated when their call is transferred from department to department. ^[4]
• 69% of consumers first try to resolve their issue on their own, but less than one third of companies offer self service options such as a knowledge base. ^[4]
• An NPS® promoter score has a customer lifetime value that’s 600% 1400% higher than a detractor. ^[4]
• In 2011, only 10% of the world’s population used a smartphone. ^[12]
• Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. ^[5]
• 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. ^[5]
• For 86%, good customer service turns onetime clients into long. ^[5]
• An NPS Promoter score has a customer lifetime value thatâs 600% 1,400% higher than a Detractor. ^[5]
• 89% of consumers are more likely to make another purchase after a positive customer service experience. ^[5]
• 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. ^[5]
• If the companyâs customer service is excellent, 78% of consumers will do business with them again after a mistake. ^[5]
• Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. ^[5]
• Consumers who rate a companyâs service as âgoodâ are 38% more likely to recommend that company. ^[5]
• 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. ^[5]
• 80% of companies use customer satisfaction scores to analyze customer experience and improve it. ^[5]
• 72% of companies believe they can use analytics reports to improve the customer experience. ^[5]
• This is a 16.9% yearover year increase from its value of $6.5 billion in 2019. ^[5]
• 58% of American consumers will switch companies because of poor customer service. ^[5]
• 65% of customers said they have changed to a different brand because of a poor experience. ^[5]
• After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. ^[5]
• (Nearly 80% will forgive a bad experience if they rate the service team as âvery good.â). ^[5]
• 78% of customers have backed out of a purchase due to a poor customer experience. ^[5]
• 60% of customers define âimmediateâ as 10 minutes or less. ^[5]
• More than 70% of consumers believe that companies should collaborate on their behalf so they donât have to repeat information to different representatives. ^[5]
• 90% of consumers worldwide consider issue resolution as their most crucial customer service concern. ^[5]
• 70% of customers report that technology makes it simple to take their business to a competitor if needed. ^[5]
• 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ^[5]
• 71% of consumers believe that a quick response from a service team can drastically improve their customer experience. ^[5]
• Almost 90% of customers report trusting a company whose service they rate as âvery good.â On the other hand, only 16% of those who give an âinferiorâ rating trust companies to the same degree. ^[5]
• 70% of the customerâs journey is based on how the customer feels they are being treated. ^[5]
• 53% of shoppers believe their feedback doesnât go to anyone who can act on it. ^[5]
• Nearly 90% of consumers trust a company whose service theyâve rated as âvery goodâ to take care of their needs. ^[5]
• With this level of response rate, 71% of younger consumers believe that their experience is drastically improved â and it snowballs from there. ^[5]
• The second exciting statistic is that more than 70% of consumers believe that companies should collaborate on their behalf. ^[5]
• Read on to find some jaw dropping customer service statistics around personalization 70% of customers say service agentsâ awareness of sales interactions is fundamental to keeping their business. ^[5]
• 80% of customers say the experience a company provides is just as necessary as its products or services. ^[5]
• 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. ^[5]
• 59% of customers believe that companies need to provide cutting edge digital experiences to keep their business. ^[5]
• 90% of people are more likely to trust a company if they have a firm privacy policy. ^[5]
• Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. ^[5]
• 88% of people trust companies that vow not to share their personal information without permission. ^[5]
• 92% of customers appreciate companies giving them control over what information is collected about them. ^[5]
• 23% of businesses use social media as a tool to collect and analyze data. ^[5]
• 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which theyâre immediately known and understood. ^[5]
• 56% of customers donât mind sharing their personal information in exchange for better service. ^[5]
• On average, customer service agents only ask for a customerâs name 21% of the time. ^[5]
• After all, about 90% of customers are more likely to trust you if youâve got a stellar privacy policy. ^[5]
• While 50% of customers donât share their experiences on social media, 72% will talk about them in person. ^[5]
• 36% of consumers will share their customer service experience, whether good or bad. ^[5]
• 87% of consumers read online reviews for local businesses in 2020. ^[5]
• 72% of customers will share their good experiences with others. ^[5]
• 72% of customers will tell six or more people if they have a satisfying experience. ^[5]
• 94% of American customers will recommend a company whose service they rate as âvery good.â. ^[5]
• 67% of customers report a terrible customer experience as the reason for switching businesses. ^[5]
• Only 13% of consumers will recommend a company whose customer service theyâve rated as âvery poor.â. ^[5]
• 50% of customers say they donât share their bad or good service experiences through social media. ^[5]
• 33% of consumers would recommend a brand that provides a quick but ineffective response. ^[5]
• 78% of customers who complain to a brand on Twitter expect a response within an hour. ^[5]
• 13% of customers tell 15 or more people if they have a negative experience. ^[5]
• 79% of customers who share their complaints online see their complaints ignored. ^[5]
• Only 17% of consumers would recommend a brand that provides a slow but effective solution. ^[5]
• Only 1 in 26 customers will tell a business about their negative experience; according to customer service facts, the rest simply leave. ^[5]
• 75% of customers desire a consistent experience, regardless of how they engage a company. ^[5]
• The effectiveness of bots in resolving issues has fallen to 28%. ^[5]
• American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams. ^[5]
• 64% of customers want to shop with companies that can meet their needs in real. ^[5]
• 64% of customer service teams use customer portals, compared to 84% of customers who use customer portals. ^[5]
• A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. ^[5]
• More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most used channel for customer service. ^[5]
• 63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company. ^[5]
• 51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company. ^[5]
• 28% of consumers say the most frustrating issue is information that is simple but hard to find. ^[5]
• 69% of consumers first try to resolve their issue independently, but less than onethird of companies offer self service options such as a knowledge base. ^[5]
• 66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases. ^[5]
• 79% of American internet users are on Facebook, making it the most popular social media platform. ^[5]
• 95% of adults between the ages of 18 34 are likely to follow a brand through social media channels. ^[5]
• 52% of customer service teams use online chat or live support, compared to 81% of customers who use online chat or live support for communicating with a company. ^[5]
• Nearly 70% of customers are irritated when their call is transferred from one department to another. ^[5]
• 33% of customers are most frustrated by having to wait on hold, and 33% are most frustrated by having to repeat themselves to multiple support reps. ^[5]
• 70% of unhappy customers whose problems are resolved are willing to shop with a business again. ^[5]
• Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. ^[5]
• 62% of customers would prefer to âhand out parking ticketsâ than wait in an automated phone tree for service or have to repeat themselves multiple times to different team members. ^[5]
• 35% of customers have become angry when talking to customer service. ^[5]
• 27% of Americans report that ineffective service is their number one customer service frustration. ^[5]
• 12% of Americans rate their number one service frustration as âlack of speed.â. ^[5]
• 72% of customers say that explaining their problems to multiple people is poor customer service. ^[5]
• 79% of consumers who used online feedback to complain about a poor customer experience were ignored. ^[5]
• 84% of customers report that their expectations had not been exceeded in their last interaction with customer service. ^[5]
• 78% of customers have given up on a transaction because of a negative customer experience. ^[5]
• 67% of customers end a call in frustration when they cannot reach a customer service representative. ^[5]
• 88% of highperforming service decision makers are investing significantly in agent training compared to only 57% of underperformers. ^[5]
• 83% of high performing service agents say they get the training they need to do their job well compared to only 52% of underperformers. ^[5]
• 69% of high performing service agents actively look for situations to use artificial intelligence compared to only 39% of underperformers. ^[5]
• A whopping 95% of consumers say that customer service is essential for brand loyalty, and 60% of consumers report having deserted a brand and switching to a rival company because of poor customer service. ^[5]
• Call center statistics have placed it as high as 45%!. ^[5]
• 31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. ^[5]
• Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, itâs worth investing in resolving it. ^[5]
• 89% of companies with âsignificantly above averageâ customer experiences perform better financially than their competitors. ^[5]
• 24% of consumers keep doing business with vendors for two or more years after a positive encounter. ^[5]
• 64% of U.S. consumers contacted customer service in 2017. ^[5]
• 73% of customers say they stay loyal to brands because of friendly customer service agents. ^[5]
• 73% of customers fall in love with a brand because of friendly customer service representatives. ^[5]
• Thatâs between $30k and $45k in expenses for losing employees who were likely doing an excellent job. ^[5]
• The typical level of difficult calls ranges from 10% to 20%, but the pandemic made customer experience statistics worse. ^[5]
• The average company saw the percentage of calls scored as âdifficultâ by reps increase by more than 100%. ^[5]
• Some of the companies in the study saw hold times grow by 34% and escalations increase by more than 68%, further highlighting the impact customer service has on businesses. ^[5]
• One of the Tethr AI study companies provided customer service statistics that showed difficult interactions had a 6% chance of resulting in an upsell or cross. ^[5]
• The chances are usually 80% when the customer service experience is excellent. ^[5]
• Only about 4% of customers who leave or threaten to leave are enticed to stay by accepting a promo, down from the average of 20% in the past. ^[5]
• Only 23% of survey respondents felt their business’ various crisis management functions are well integrated. ^[13]
• 75% of respondents said technology has facilitated the coordination of their organizations crisis response team. ^[13]
• Business’ key areas of crisis response planning are creating clear alert and mobilization plans (45%), clearly defined governance and chainof command (44%), and clearly defined roles for who should act in certain situations (42%). ^[13]
• Evaluating key risk scenarios (50%) and engaging multifunctional teams (46%). ^[13]
• 69% of business leaders reported experiencing a crisis over a period of five years, with the average number of crises being three. ^[13]
• A crisisagnostic management strategy is the hallmark of a resilient organization, but only 35% of survey respondents have a crisis response plan that is crisis. ^[13]
• In 2019, 95% of PWC survey respondents said they expected a crisis to hit within the next two years, but only 30% of respondents to the 2021 survey said they had a crisis management team in place when the COVID. ^[13]
• Only 49% of respondents to a Deloitte survey say their companies have playbooks for likely crisis scenarios. ^[13]
• 30% of board members that experienced past crises said their reputations recovered in less than a year. ^[13]
• 16% said it took four years or more. ^[13]
• 49% of respondents engage with management to understand their efforts in crisis preparedness, but only half say that board members and management have specific conversations about crisis prevention. ^[13]
• Only 32% of respondents say part of their crisis response planning is beforethe fact crisis simulation or wargaming, which is scenario role play. ^[13]
• 59% of business communicators say they have a communications strategy drafted, but only 45% admit to having a documented crisis communications plan. ^[13]
• 62% of survey respondents used a crisis response plan during the COVID. ^[13]
• Among businesses that reported having a strong crisis communication plan, the key elements of their plans were outreach to employees (71%), outreach to customers (63%), and outreach to key constituents (53%). ^[13]
• 41% of respondents said communication protocols were part of their crisis management regiments. ^[13]
• 28% of businesses that have been through a crisis before say that, in the future, they would communicate more effectively with customers. ^[13]
• 95% of business leaders say their crisis management capabilities need improvement. ^[13]
• 32% of survey respondents say their companies engage in crisis simulations or training. ^[13]
• 80% of business leaders across all sectors said that their response to a crisis took into consideration the physical and emotional needs of their employees. ^[13]
• Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. ^[6]
• Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. ^[6]
• 73% of companies with above average customer experience perform better financially than their competitors. ^[6]
• 96% of customers say customer service is important in their choice of loyalty to a brand. ^[6]
• 83% of companies that believe it’s important to make customers happy also experience growing revenue. ^[6]
• 73% of consumers say a good experience is key in influencing their brand loyalties. ^[6]
• 77% of consumers say inefficient customer experiences detract from their quality of life. ^[6]
• Customer centric companies are 60% more profitable than companies that don’t focus on customers. ^[6]
• a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. ^[6]
• American consumers will pay 17% more to purchase from a company with a reputation for great service. ^[6]
• Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. ^[6]
• 68% of customers say the service representative is key to a positive service experience. ^[6]
• 64% of companies with a customer focused CEO believe they are more profitable than their competitors. ^[6]
• 63% of CEOS want to rally organizations around customers as the top investment priority. ^[6]
• 90% of CEOs believe the customer has the greatest impact on their business. ^[6]
• 22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. ^[6]
• 1000 90% of CEOs believe customers have the biggest impact on company strategies. ^[6]
• 75% of customer experience management executives gave customer experience a top score for being incredibly important to business. ^[6]
• 59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. ^[6]
• 39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. ^[6]
• 90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. ^[6]
• 77% of consumers view brands more favorably if they seek out and apply customer feedback. ^[6]
• 69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. ^[6]
• Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. ^[6]
• Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. ^[6]
• 65% of companies say improving their data analysis is very important to delivering a better customer experience. ^[6]
• Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. ^[6]
• 70% of Americans have spent more money to do business with a company that offers great service. ^[6]
• Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. ^[6]
• 87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. ^[6]
• 80% of customers say they are more likely to do business with a company if it offers personalized experiences. ^[6]

I know you want to use Customer Communications Management Software, thus we made this list of best Customer Communications Management Software. We also wrote about how to learn Customer Communications Management Software and how to install Customer Communications Management Software. Recently we wrote how to uninstall Customer Communications Management Software for newbie users. Don’t forgot to check latest Customer Communications Management statistics of 2024.

Reference

1. pumble – https://pumble.com/learn/communication/communication-statistics/.
2. superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
3. globenewswire – https://www.globenewswire.com/news-release/2021/08/31/2288982/0/en/Global-Customer-Communications-Management-Market-By-Component-By-Organization-Size-By-Deployment-Mode-By-End-User-By-Regional-Outlook-Industry-Analysis-Report-and-Forecast-2021-202.html.
4. bls – https://www.bls.gov/ooh/management/advertising-promotions-and-marketing-managers.htm.
5. hubspot – https://blog.hubspot.com/service/customer-service-stats.
6. helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/.
7. forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
8. financesonline – https://financesonline.com/customer-service-statistics/.
9. acquire – https://acquire.io/blog/customer-communication-management/.
10. opentext – https://blogs.opentext.com/customer-communications-management/.
11. nextiva – https://www.nextiva.com/blog/customer-service-statistics.html.
12. salesforce – https://www.salesforce.com/blog/customer-service-stats/.
13. topdownsystems – https://www.topdownsystems.com/resources/blog/top-customer-communication-management-ccm-trends-in-2018.
14. hubspot – https://blog.hubspot.com/service/crisis-management-stats.

How Useful is Customer Communications Management

One of the primary reasons why CCM is so useful is its ability to streamline communication processes. By centralizing all customer communications – whether it be through email, social media, SMS, or other channels – businesses can ensure consistency in messaging, branding, and customer experience. This not only helps in delivering a cohesive message to customers but also improves operational efficiency within the organization.

Moreover, CCM allows for personalized and targeted communication, which is crucial in today’s consumer-centric market. By analyzing customer data and behavior, businesses can tailor their messages to individual preferences and needs, resulting in more meaningful interactions that resonate with customers. This not only leads to increased customer satisfaction but also drives higher engagement and loyalty.

In addition, CCM enables companies to automate communication processes, reducing the burden on customer service teams and allowing them to focus on more complex customer issues. Automation also helps in delivering timely and relevant messages to customers, enhancing the overall customer experience and increasing the likelihood of conversion or repeat business.

Furthermore, CCM plays a crucial role in compliance and governance by ensuring that all communication – whether it be marketing materials, legal documents, or customer notifications – adheres to regulatory requirements. This is particularly important in industries such as finance, healthcare, and legal services where strict regulations govern how businesses can engage with customers.

Overall, CCM is a powerful tool that can help businesses improve customer engagement, drive operational efficiency, enhance personalization, and ensure compliance. In today’s fast-paced and competitive business environment, being able to effectively communicate with customers is essential for success. Whether it be through automated marketing campaigns, personalized messages, or streamlined communication processes, CCM is a valuable asset that can help businesses stay ahead of the curve and deliver exceptional customer experiences.

In Conclusion

Be it Customer Communications Management benefits statistics, Customer Communications Management usage statistics, Customer Communications Management productivity statistics, Customer Communications Management adoption statistics, Customer Communications Management roi statistics, Customer Communications Management market statistics, statistics on use of Customer Communications Management, Customer Communications Management analytics statistics, statistics of companies that use Customer Communications Management, statistics small businesses using Customer Communications Management, top Customer Communications Management systems usa statistics, Customer Communications Management software market statistics, statistics dissatisfied with Customer Communications Management, statistics of businesses using Customer Communications Management, Customer Communications Management key statistics, Customer Communications Management systems statistics, nonprofit Customer Communications Management statistics, Customer Communications Management failure statistics, top Customer Communications Management statistics, best Customer Communications Management statistics, Customer Communications Management statistics small business, Customer Communications Management statistics 2024, Customer Communications Management statistics 2021, Customer Communications Management statistics 2024 you will find all from this page. 🙂

We tried our best to provide all the Customer Communications Management statistics on this page. Please comment below and share your opinion if we missed any Customer Communications Management statistics.