Growth October 29, 2020

37 Customer Experience Statistics You Need to Know for 2021. What does a great customer experience look like to you?

Anh ”Musa” Do @musado

A super cool article that I want to share: 37 Customer Experience Statistics You Need to Know for 2021 I'm not surprised that Customer Experience beats Pricing and Product. That's why MailChimp, HubSpot, and Shopify are so successful.

  • Which small/large online businesses with great customer service have you experienced and why?
  • What does a great customer experience look like to you?

Please share your experience below so we can all learn from it.

  1. 4

    Well, it might not be the most original one but I love how fast Amazon can get me my orders at home. An important reminder for us that customer exp is also achieved offline.

    1. 2

      Totally agree. A few days ago I have purchased an item from Amazon and just because the delivery was delayed by one day, they refunded me the delivery charge without me asking!

      1. 1

        @oras Amazon has spoiled me with 2 days shipping and I'm stuck with them for good lol. I remember before, Amazon had a policy that if they shipped late, they'd give an extra month prime for prime members. They already canceled that policy maybe because some customers exploited it too much.

    2. 1

      Nothing better than ordering something and it's on the front door the next day (except food though)

    3. 1

      @maevaeverywhere You have a great point there. I read this from a McKinsey interview in 2017:

      "When we think from the customer perspective, most of our customers are hybrid customers. They are starting in online, and they prefer an offline purchasing experience. So that’s why when we consider the journey end to end, we need to always take care of online and offline moments of this journey. We cannot just focus on online or offline." - Firuzan Iscan

  2. 2

    Understanding your customer requirements and creating solutions as per their needs. Listening to customers across their journey and collecting feedback at all levels. Using robust customer experience platform like (https://www.sogosurvey.com/customer-experience-platform/) to ask genuine feedback from the customer.

    1. 1

      That's a great one. Listening to customers yields success.

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