Customer Experience Podcast

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. 

Ryan is American, a population Colin characterizes with as a glass-half-full disposition. He hopes by sharing these numbers gathered from reputable sources, that his American cohost might view these numbers with a bit more positivity. 

Will Colin be disappointed? Maybe, maybe not. 

For example, one statistic says by applying certain principles, organizations can expect 85 percent increase in sales growth and more than 25 percent in gross margins. It sounds great because it is. 

However, another statistic shows that only 30 percent of organizations have improved their experiences enough to satisfy customers over the last ten-plus years, and it’s getting worse not better. It does not sound great because it isn’t. 

This episode explores 14 statistics from reputable sources that present some compelling numbers regarding the whole Customer Experience movement—and what can happen if you ignore it or focus your efforts on less impactful components. From opportunities to risk, don’t miss out on this episode before you start planning your next year. 

Here are some other key moments in the discussion:

• 05:31  We get into the first statistic from Gallup and how it can really sell the experience program to the revenue-oriented and a second from them about the emotional nature of deciding.
• 11:53  Colin shares his statistic from the American Customer Satisfaction Index (ACSI) regarding how 70 percent of organizations remained flat or decreased customer satisfaction and that the index is at its lowest point since 2006.
• 19:14  We discuss the merits of growing existing customers versus recruiting new ones, but that 44% percent of companies still focus on customer acquisition, even though the probability of selling to an existing is 60 percent.  
• 23:06  Colin shares a statistic from Emplify that explains why customers will pay a higher price to buy from you. 
• 27:52  We discuss the last stat from Zendesk which explains how quickly you can lose a customer and what these stats revealed about Customer Experiences.

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