Report from PWC.
Important factors for customer experience
- 80% of American customers indicate that speed, convenience, knowledgeable staff and friendly service are the most important factors.
- 82% of top performing companies focuses on the human experience around digital technology.
Customer experience and its impact on sales
- 73% of all customers state that customer experience is an important factor in purchasing decisions.
- 43% are willing to pay more for convenience.
- 42% would pay more for a friendly and welcoming experience.
- 65% of American customers believe that a positive experience is more influential than good advertising.
Consequences of bad customer experiences
- 32% of customers abandon a brand they love after a bad experience.
- In Latin America, the figure is even higher – 49%.
- 59% of customers in the US abandon a company after several bad experiences.
The role and limitations of technology
- 71% of Americans prefer to interact with a human over a chatbot.
- 64% of American customers believe that companies have lost the human aspect of the customer experience.
- Only 3% want a fully automated customer experience.
Industry-specific insights
- 78% of customers believe that a good experience is important in healthcare.
- 75% Says the same thing about banks.
- 74% prioritizes a good experience at restaurants and hotels.
Price increases for better customer experiences
- Customers are willing to pay more for the following experiences:
- Coffee: +16%
- Hotel stay: +14%
- Dinners: +12%
- Flight tickets: +10%
- Mobile subscription: +8%
