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CX matters more than brand reputation for service industries Personal experience Brand reputation Source question: How much does each of these influence your decision to choose or continue using brands in the future? Percent of customers who rated each item 9 or 10 on a 10-point scale where 1 is “definitely would not influence” and 10 is ”definitely would influence” Customer expectations are rising with younger generations Have higher expectations than two years ago Global customers expect great CX across the entire customer journey Real-time response on their preferred channel of interaction Gen Z Millennials Gen X Baby Boomers Silents 23% 22% 15% 14% 11% No bad experience goes unpunished Reasons people have avoided a brand in the last year Companies that take action, even a simple apology, preserve customer relationships online reputation and negative social reviews a single, bad experience or interaction After a negative experience, percent of cases where customers stop purchasing from a company, switch brands, or use a company less 39% company does not take action 24% company offers an apology and treats the customer with respect An Ipsos + Medallia study: U.S., UK, Germany, and France Consistent levels of service across physical and digital channels Further Reading To learn how companies are meeting and exceeding customer expectations in 2018 and beyond, download and read the Ipsos + Medallia study The Customer Experience Tipping Point. Methodology Medallia partnered with Ipsos to conduct a panel survey of 8,002 consumers from four countries — U.S. (2,002), UK (2,000), France (2,000), and Germany (2,000) — across six industry sectors: online retail, offline retail, banking, insurance, mobile network providers, and hotels. The collected sample was approximately matched to the census of each country on age and gender. Download a Copy of the Full Study In today’s baleground of CX, we’ve reached a tipping point. Experiences maer more than ever and have become more important than brand reputation. This is make or break time. The CX T ipping Point BUT A GREAT EXPERIENCE PAYS OFF 77% of people choose products and services based on their customer experience After a positive experience with a brand, consumers will... Copyright © 2018 Medallia Inc. All rights reserved. 67% 65% 45% 56% 57% U.S. UK France Germany 62% 45% 43% U.S. UK France Germany 47% tell friends and family about it 23% use the company more 21% leave a review on social media Explore More Resources on The CX Tipping Point Study

The CX Tipping Point Infographic - Medallia · 2020-06-10 · Gen Z Millennials Gen X Baby Boomers Silents 23% 22% 15% 14% 11% ... France (2,000), and Germany (2,000) — across six

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Page 1: The CX Tipping Point Infographic - Medallia · 2020-06-10 · Gen Z Millennials Gen X Baby Boomers Silents 23% 22% 15% 14% 11% ... France (2,000), and Germany (2,000) — across six

CX matters more than brandreputation for service industries

Personal

experience

Brand

reputation

Source question: How much does each of these influence your decision to choose or continue using brands in the future?Percent of customers who rated each item 9 or 10 on a 10-point scale where 1 is “definitely would not influence” and 10 is ”definitely would influence”

Customer expectations are rising with younger generations

Have higher expectations than two years ago

Global customers expect great CX across the entire customer journey

Real-time response on their

preferred channel of interaction

Gen Z Millennials Gen X Baby Boomers Silents

23%22%

15%14% 11%

No bad experience goes unpunished Reasons people have avoided a brand in the last year

Companies that take action, even a simple apology, preserve customer relationships

online reputation

and negative

social reviews

a single, bad

experience or

interaction

After a negative

experience, percent of

cases where customers

stop purchasing from a

company, switch brands,

or use a company less

39% company does not take action

24% company o�ers an apology and treats the customer with respect

An Ipsos + Medallia study: U.S., UK,

Germany, and France

Consistent levels of service

across physical and digital channels

Further Reading

To learn how companies are meeting and exceeding customer expectations in 2018 and beyond, download

and read the Ipsos + Medallia study The Customer Experience Tipping Point.

Methodology

Medallia partnered with Ipsos to conduct a panel survey of 8,002 consumers from four countries — U.S. (2,002), UK

(2,000), France (2,000), and Germany (2,000) — across six industry sectors: online retail, o�ine retail, banking, insurance,

mobile network providers, and hotels. The collected sample was approximately matched to the census of each country

on age and gender.

Download a Copy of the Full Study

In today’s ba�leground of CX, we’ve

reached a tipping point. Experiences

ma�er more than ever and have become

more important than brand reputation.

This is make or break time.

The CX

Tipping Point

BUT A GREAT EXPERIENCE PAYS OFF

77% of people choose products and services based on their

customer experience

After a positive experience with a brand, consumers will...

Copyright © 2018 Medallia Inc. All rights reserved.

67% 65%

45% 56%

57%

U.S. UK

France Germany

62%

45% 43%

U.S. UK

France Germany

47% tell friends and family about it 23% use the

company more 21% leave a

review on social media

Explore More Resources on The CX Tipping Point Study