{"id":1767,"date":"2022-03-17T15:37:18","date_gmt":"2022-03-17T15:37:18","guid":{"rendered":"https:\/\/www.replicant.ai\/11-eye-opening-customer-stats\/"},"modified":"2022-11-15T16:40:01","modified_gmt":"2022-11-15T16:40:01","slug":"11-eye-opening-customer-stats","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/11-eye-opening-customer-stats\/","title":{"rendered":"11 Eye-Opening Customer Stats"},"content":{"rendered":"

What the Data Says About the “New Customer”<\/h1>\n

Between the pandemic, the \u201cGreat Resignation,\u201d and rising unpredictability in supply chains and customer demand, almost every aspect of running a contact center has been affected by the events of the past two years.<\/span><\/p>\n

But the same can be said for customers. As the world has changed, the expectations of the modern consumer have, too. Brands who can offer frictionless experiences like 24\/7 service and easy order management are succeeding, while those who are forced keep customers waiting or searching for answers on their own have seen downturns in customer satisfaction and loyalty.\u00a0<\/span><\/p>\n

There isn\u2019t a contact center leader left who isn\u2019t acutely aware of these changes. But in order to create a customer service strategy built for the modern age, contact center leaders must first gain an accurate understanding of the \u201cnew\u201d consumer.\u00a0<\/span><\/p>\n

Here are 11 stats that reveal what matters most to the modern customer, and what happens when those needs aren\u2019t met.\u00a0<\/span><\/p>\n

$75 billion are lost by businesses<\/a> annually due to poor customer service.<\/strong><\/p>\n

At least 72% of customers are likely to share their positive experiences<\/a> with six other customers.<\/strong><\/p>\n

Nearly 80% of American consumers point to speed, convenience, knowledgeable help and friendly service<\/a> as the most important elements of a positive customer experience.\u00a0<\/strong><\/p>\n

61% of customers would leave for a competitor after just one negative experience<\/a>.<\/strong><\/p>\n

86% of buyers say they\u2019re willing to pay more<\/a> for a great customer experience.\u00a0<\/strong><\/p>\n

63% of consumers expect businesses to know their unique needs and expectations<\/a>, while 76% of B2B buyers expect the same thing.<\/strong><\/p>\n

72% of customers say that explaining their problems to multiple people<\/a> is poor customer service.<\/strong><\/p>\n

70% of buying experiences are based on how the customer feels they are being treated<\/a>.\u00a0<\/strong><\/p>\n

Nearly three out of five consumers report that good customer service is key for them to feel loyalty toward a brand<\/a>.<\/strong><\/p>\n

\u2696\ufe0f 80% of customers say the experience a company provides is just as important<\/a> as its products or services.\u00a0<\/strong><\/p>\n

59% of customers believe that companies need to provide cutting-edge digital experiences<\/a> to keep their business.\u00a0<\/strong><\/p>\n

BONUS: AI will increase contact center productivity<\/a> by 35% in the US alone by 2040.\u00a0<\/strong><\/p>\n

Solutions like Replicant\u2019s Contact Center Automation represent the next generation of customer service. Replicant takes a hybrid approach to contact center operations by using conversational AI to team up with agents and fully automate repetitive, tier-1 requests. <\/span><\/p>\n

This means when a customer has a simple question, they get fast resolution at any time of day, over any channel. When they have a complex question, they\u2019re connected to an engaged live agent quickly, and aren\u2019t deflected or met with a representative who is stressed from non-stop inbound requests.\u00a0\u00a0<\/span><\/p>\n

Learn more about how Contact Center Automation is helping customers and contact centers adapt to the new normal. <\/span><\/p>\n

\"\"<\/a><\/h1>\n","protected":false},"excerpt":{"rendered":"

What the Data Says About the “New Customer” Between the pandemic, the \u201cGreat Resignation,\u201d and…<\/p>\n","protected":false},"author":19,"featured_media":1769,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"\n11 Eye-Opening Customer Stats | Replicant<\/title>\n<meta name=\"description\" content=\"Learn about the key statistics behind the "new" customer that are driving changes in how consumers want to be served by contact centers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/11-eye-opening-customer-stats\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"11 Eye-Opening Customer Stats\" \/>\n<meta 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