{"id":126847,"date":"2024-07-20T09:12:00","date_gmt":"2024-07-20T07:12:00","guid":{"rendered":"https:\/\/schoolofservice.se\/?p=126847"},"modified":"2025-05-18T18:38:53","modified_gmt":"2025-05-18T16:38:53","slug":"experience-is-everything-heres-how-to-get-it-right","status":"publish","type":"post","link":"https:\/\/schoolofservice.se\/en\/experience-is-everything-heres-how-to-get-it-right\/","title":{"rendered":"Experience is everything: Here&#039;s how to get it right"},"content":{"rendered":"<p>Report from PWC. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Important factors for customer experience<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>80%<\/strong> of American customers indicate that <strong>speed, convenience, knowledgeable staff and friendly service<\/strong> are the most important factors.<\/li>\n\n\n\n<li><strong>82% of top performing companies<\/strong> focuses on the human experience around digital technology.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customer experience and its impact on sales<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>73%<\/strong> of all customers state that customer experience is an important factor in purchasing decisions.<\/li>\n\n\n\n<li><strong>43%<\/strong> are willing to pay more for convenience.<\/li>\n\n\n\n<li><strong>42%<\/strong> would pay more for a friendly and welcoming experience.<\/li>\n\n\n\n<li><strong>65%<\/strong> of American customers believe that a positive experience is more influential than good advertising.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Consequences of bad customer experiences<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>32%<\/strong> of customers abandon a brand they love after <strong>a<\/strong> bad experience.<\/li>\n\n\n\n<li>In Latin America, the figure is even higher \u2013 <strong>49%<\/strong>.<\/li>\n\n\n\n<li><strong>59%<\/strong> of customers in the US abandon a company after several bad experiences.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>The role and limitations of technology<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>71%<\/strong> of Americans prefer to interact with a human over a chatbot.<\/li>\n\n\n\n<li><strong>64%<\/strong> of American customers believe that companies have lost the human aspect of the customer experience.<\/li>\n\n\n\n<li>Only <strong>3%<\/strong> want a fully automated customer experience.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Industry-specific insights<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>78%<\/strong> of customers believe that a good experience is important in healthcare.<\/li>\n\n\n\n<li><strong>75%<\/strong> Says the same thing about banks.<\/li>\n\n\n\n<li><strong>74%<\/strong> prioritizes a good experience at restaurants and hotels.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Price increases for better customer experiences<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customers are willing to pay more for the following experiences:\n<ul class=\"wp-block-list\">\n<li><strong>Coffee<\/strong>: +16%<\/li>\n\n\n\n<li><strong>Hotel stay<\/strong>: +14%<\/li>\n\n\n\n<li><strong>Dinners<\/strong>: +12%<\/li>\n\n\n\n<li><strong>Flight tickets<\/strong>: +10%<\/li>\n\n\n\n<li><strong>Mobile subscription<\/strong>: +8%<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/schoolofservice.se\/wp-content\/uploads\/2024\/07\/pwc-consumer-intelligence-series-customer-experience.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of pwc-consumer-intelligence-series-customer-experience.\"><\/object><a id=\"wp-block-file--media-122f4437-c520-42b0-826b-035fb0a6f90f\" href=\"https:\/\/schoolofservice.se\/wp-content\/uploads\/2024\/07\/pwc-consumer-intelligence-series-customer-experience.pdf\">pwc-consumer-intelligence-series-customer-experience<\/a><a href=\"https:\/\/schoolofservice.se\/wp-content\/uploads\/2024\/07\/pwc-consumer-intelligence-series-customer-experience.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-122f4437-c520-42b0-826b-035fb0a6f90f\">Download<\/a><\/div>","protected":false},"excerpt":{"rendered":"<p>80% of American customers indicate that speed, convenience, knowledgeable staff and friendly service are the most important factors.<\/p>\n<p>731% of all customers state that customer experience is an important factor in purchasing decisions.<\/p>\n<p>321% of customers abandon a brand they love after a bad experience.<\/p>","protected":false},"author":2,"featured_media":126851,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","footnotes":""},"categories":[91],"tags":[],"class_list":["post-126847","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"blocksy_meta":[],"taxonomy_info":{"category":[{"value":91,"label":"Blog"}]},"featured_image_src_large":["https:\/\/schoolofservice.se\/wp-content\/uploads\/2024\/07\/Skarmavbild-2024-07-20-kl.-09.13.47.jpg",928,748,false],"author_info":{"display_name":"Oscar Lindeberg","author_link":"https:\/\/schoolofservice.se\/en\/author\/oscar\/"},"comment_info":0,"category_info":[{"term_id":91,"name":"Blog","slug":"blog","term_group":0,"term_taxonomy_id":91,"taxonomy":"category","description":"","parent":0,"count":21,"filter":"raw","cat_ID":91,"category_count":21,"category_description":"","cat_name":"Blog","category_nicename":"blog","category_parent":0}],"tag_info":false,"_links":{"self":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts\/126847","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/comments?post=126847"}],"version-history":[{"count":0,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/posts\/126847\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/media\/126851"}],"wp:attachment":[{"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/media?parent=126847"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/categories?post=126847"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/schoolofservice.se\/en\/wp-json\/wp\/v2\/tags?post=126847"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}