{"id":17570,"date":"2020-07-01T15:25:34","date_gmt":"2020-07-01T15:25:34","guid":{"rendered":"https:\/\/www.bareinternational.cl\/?p=17570\/"},"modified":"2020-07-01T15:25:34","modified_gmt":"2020-07-01T15:25:34","slug":"4-actionable-customer-experience-statistics-for-2020","status":"publish","type":"post","link":"https:\/\/www.bareinternational.com\/es\/4-actionable-customer-experience-statistics-for-2020\/","title":{"rendered":"4 ACTIONABLE CUSTOMER EXPERIENCE STATISTICS FOR 2020"},"content":{"rendered":"
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‘Even in the midst of a global pandemic, there is one thing that\u2019s for sure: people still want to be treated well. This concept is at the core of customer experience \u2014 the simple idea of people wanting to feel seen, known, and appreciated by the companies they\u2019re buying from.\u2019 <\/strong>BARE shares an article<\/strong>\u00a0by\u00a0Daniel Newman<\/a>\u00a0for\u00a0Forbes<\/a>\u00a0on how \u2018CX will be the key\u00a0brand differentiator<\/a>\u00a0by the end of 2020 \u2013 even more than price or product quality.\u2019<\/strong><\/p>\n<\/div>\n

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\u2018Even as many companies seek to temporarily halt production of certain items or close their doors to dine-in patrons, they\u2019re finding themselves in a weird place: wanting to\u00a0stay top-of-mind<\/a>\u00a0for customers amidst potential closures, and not wanting to stir anxiety or fear while they do it. In fact, according to a June 2020 survey (1) performed by our team at Futurum Research, which talked to 330 companies in North America and Europe, 57% said their entire business model needed to reconsidered in the wake of COVID-19. Let\u2019s just say that things are about to get a whole lot more competitive and\u00a0CX may be the thing<\/a>\u00a0that keeps you in business.<\/p>\n

No matter what industry you\u2019re in, the issue of customer experience was likely rising to the surface, even before the coronavirus pandemic began. It can be a difficult pill to swallow, especially for those companies that have invested heavily in branding themselves as the low-cost or premium-choice provider. So, why should everyone be focusing more on CX? The following are four statistics that show customer experience is more than just a trend; it\u2019s a full-blown tide that will shape how businesses must need to operate moving forward.<\/p>\n

CX STATISTIC 1: 86% OF BUYERS WILL PAY MORE FOR GREAT CUSTOMER EXPERIENCE<\/h3>\n

For all of you bargain-basement suppliers out there, let that stat sink in. In fact, research from PwC shows that\u00a032%<\/a>\u00a0of customers will walk away from a brand they love after a single bad experience. If you\u2019re one of the companies providing basic needs like toilet paper or water during the coronavirus crisis, you may get a pass because those things are in great demand. But we get to the other side of this, the mere issue of availability won\u2019t be nearly as important. Customers\u2014especially those who have experienced loss of income\u2014won\u2019t be willing to deal with less than stellar CX when spending their money. Many\u2014myself included\u2014will be choosing to buy from brands that chose to pay their employees while their businesses were closed or provided free services to those who needed them. Based on CX, how will your company fare in the post-coronavirus environment?<\/p>\n

CX STATISTIC 2: MOST COMPANIES ARE ALREADY COMPETING PRIMARILY ON CUSTOMER EXPERIENCE<\/h3>\n

I actually have some mixed feelings about the finding that\u00a0more than two-thirds of companies<\/a>\u00a0now compete primarily on the basis of customer experience. Why? Because I am, in addition to a father and technologist, a customer of many products and services. I have used the chatbots. I have called customer service lines. I have tried to make returns, only to get lost in an endless see of web pages with no contact information or return policies. I know for a fact that even if companies think they are competing on customer experience, most are losing. The good news: there is still room for companies to wiggle into the forefront of CX. Customers are waiting for companies to rise to the occasion. If they\u2019re anything like me, they\u2019ve been endlessly disappointed thus far.<\/p>\n

CX STATISTIC 3: COMPANIES INVESTING IN OMNICHANNEL EXPERIENCE IS SKYROCKETING<\/h3>\n

In the same above-mentioned\u00a02020 report<\/a>, PWC found that the number of companies investing in the omni-channel experience has jumped from 20% to more than 80% since 2020. Again: the fact that folks are investing in it doesn\u2019t mean they are doing it well. However, it does show that companies are recognizing that customers are purchasing products and services both online and via mobile. They\u2019re experiencing your company via DoorDash and Instacart, and it\u2019s going to be incredibly difficult for them to differentiate a bad experience with a delivery company from your company\u2019s service overall. How is your company working to ensure that no matter how one works with your company, they always have the same overall CX?<\/p>\n

CX STATISTIC 4: MORE THAN HALF OF USERS WON\u2019T DEAL WITH A BAD WEBSITE<\/h3>\n

This goes along with the stat above in terms of omnichannel particularly. Research shows\u00a057% of customers<\/a>\u00a0won\u2019t recommend a business with a poorly designed website on mobile. In the past, many companies have created a whittled-down version of the desktop site for mobile users, but with an increasing number of customers seeking products and services via mobile, that\u2019s no longer possible. Google\u00a0GOOGL<\/a>\u00a0has already moved to\u00a0mobile-first indexing<\/a>. Failing to invest in your mobile site won\u2019t just make you look bad; it will cost you customers and overall site visits, as well.<\/p>\n

I know it\u2019s a lot to take in, especially as we\u2019re in the midst of a global health crisis. Many companies are seeking primarily to stay afloat, let alone blow the minds of their customers when it comes to CX. The point is, however, blowing customers minds with CX may be the thing that keeps your company alive, throughout the crisis and far beyond. It\u2019s up to all of us to figure out unique ways to do it.\u2019<\/p>\n

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Read the\u00a0original article in full here<\/a>.<\/em><\/p>\n

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For more information on how we can help you set up a mystery shopping program,\u00a0send us a note here<\/a>. We, at BARE, believe in the \u2018why\u2019 behind the reasons, and we will provide actionable insights to help you provide the best experience for your customers.<\/p>\n

Disclaimer of endorsement: Any reference obtained from this article to a specific business, product, process, or service does not constitute or imply an endorsement by BARE International of the business, product, process, or service, or its producer or provider.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

‘Even in the midst of a global pandemic, there is one thing that\u2019s for sure: people still want to be treated well. This concept is at the core of customer experience \u2014 the simple idea of people wanting to feel seen, known, and appreciated by the companies they\u2019re buying from.\u2019 BARE shares an article\u00a0by\u00a0Daniel Newman\u00a0for\u00a0Forbes\u00a0on […]<\/p>\n","protected":false},"author":5,"featured_media":17571,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2671],"tags":[48,536,556,1318,1113,428,397,259],"class_list":["post-17570","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bare-news-en","tag-brands","tag-coronavirus","tag-covid-19","tag-customer-experience-es","tag-cx-es","tag-omni-channel","tag-online-sales","tag-sales"],"_links":{"self":[{"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/posts\/17570","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/comments?post=17570"}],"version-history":[{"count":0,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/posts\/17570\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/media\/17571"}],"wp:attachment":[{"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/media?parent=17570"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/categories?post=17570"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bareinternational.com\/es\/wp-json\/wp\/v2\/tags?post=17570"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}