Customer Experience Statistics

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Customer Experience Statistics

Statistics illustrating the importance and impact of customer experience on B2B and B2C businesses include the emphasis on the digital customer experience, the matter of relevant content via digital channels, and anticipation of B2C customer experience. The details of these statistics have been thoroughly explained in the brief.

The Digital Customer Experience

  • Digital customer experience plays a massive role in the industry. Google analytics show that the digital experience influences 67% of purchases. In fact, 62% of buyers declare their ability to make business decisions solely based on online content.
  • A survey showed that 51% of marketing, information technology, and retail vote business intelligence applications and web analytics their potential digital experience investment.
  • For 59 respondents, the primary internal weakness withstanding B2B eCommerce progress is legacy and in-house software. Actually, 91% of respondents say B2B vendors are concerned about their experience or provide a better experience with personalized sites.
  • Also, bots are of increasing importance in customer experience delivery. Seventy-one percent of respondents to a survey agreed that their businesses would use a bot if it improved customer experience or answered support questions faster.

Customer Experience Driving Purchases

  • Up to 80% of B2B buying decisions are influenced by direct or indirect customer experience, while only 20% are based on the price and the actual product offering.
  • Forty-three percent of B2B marketing decision-makers considered improving customer experience priority in 2019, and 39% sought to improve the partner experience. Also, the importance of both customer experience and partner experience was predicted to increase by more than 50%.
  • According to Esteban Kolsky, 72% of buyers will share their positive experiences with 6 or more potential buyers. However, 13% of unsatisfied customers will share their experience with 15 or more people. Unfortunately, it is difficult to estimate the number of unsatisfied customers because only 1 in 26 customers complain.
  • Brands with excellent customer experience over messaging channels have more customer retention, with 94% of survey respondents testifying.

The Relevance of Content

  • A study shows that 34% of buyers complain that B2B vendors cripple their customer experience via irrelevant content.
  • As online and social platforms are essential marketing tools, marketing messages have to contain rich content, and 96% of respondents to a survey preferred excellent customer experience over messaging channels.
  • Thirty-six percent of survey respondents anticipated personalized content within a year, compared with product recommendations (26%), live chat (33%), and apps (24%).

B2B Buyers Expect B2C Customer Experience

  • At least 80% of B2B buyers expect the purchase experience available to B2C customers.
  • These buyers have raised the standards very high, gunning for not just excellent but sleek digital services and self-service options.
  • To meet such demands of businesses are investing wisely to upgrade customer experience.

Increase in the Investment to Support Customer Journeys

  • While product/service offering maintains its place as an essential characteristic of brand loyalty, customer experience is quickly catching up with a 25% vote.
  • B2B marketing strategies to support customers' journey have risen from 18% to 48%, showing a move from product-based marketing to customer experience-based marketing.
  • Also, 73% B2B marketing leaders have included journey maps in the marketing department.

The Complexity of the Customer Buying Journey

  • The typical B2B buying group was estimated to involve six to 10 decision makers‚ each having up to five pieces of information independently gathered and possibly conflicting information.
  • These dynamics increase the difficulty of buying decisions.
  • Illustrating this, Gartner's survey proved that more than 75% of respondents described the buying journey as very complex, and 77% stated that their latest purchases were difficult.


Research Strategy

The statistics outlined in the brief were obtained from surveys and studies carried out in the United States and those with most respondents from the United States according to the sample sizes provided in the sources. The research team carefully searched reputable business research platforms such as Gartner, Deloitte, Accenture, and others for statistics on the importance of customer experience relevant to both B2B and B2C businesses. These sites had mostly global statistics. Therefore, we analyzed trusted blogs and forums such as Digital Commerce 360 to identify reports that covered the geographical focus. Then, news outlets were thoroughly examined for customer experience trends in the United States market. Finally, the statistics found were further researched for elaboration and compiled in the brief.



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