No matter what kind of business you are in, improving the end-to-end customer experience is essential for increasing customer acquisition and loyalty. Today, the line separating offline and online experiences is blurry, which makes it harder for businesses to contextualize how their customers interact with their different functions and business units along the engagement lifecycle. As if things were not already complicated, the “connected customer” raises the “complexity” bar by:

  • Using multiple digital channels and devices, often simultaneously
  • Expecting speedy responses and incredibly fast issue resolution
  • Not willing to invest time and effort navigating complex processes

Whether it’s researching about a product online, using a mobile app to find a store’s nearest location, searching for tech support information on a smartphone, to satisfy your customers and earn their loyalty, it’s critical you know them very well and deliver personalized experiences.

Below is an infographic that illustrates 5 most important digital customer experience statistics to help you gain better perspective of where “digital” is taking us.

We compiled a list of 5 most important digital customer experience statistics to help you gain better perspective of where “digital” is taking us.

Customer experience affects your customers’ behaviors and helps in creating memories and feelings that drive their loyalty. Though the end-to-end experience is what matters the most, a single poor customer experience can break a healthy relationship. If you want your prospects and customers to like you and recommend you to others, consider these statistics while designing your digital transformation strategy.

AUTHOR
Silky Sinha

Silky Sinha

She is the customer experience analyst at Compunnel Digital. A digital native with a global mandate, Silky is always on the search for industry best practices across multiple verticals. She identifies companies with superior customer experience based on the Compunnel Digital Customer Journey Framework. Her research helps our clients and informs the market at large.

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