Service Design + Strategy + Customer Experience (CX) + Employee Experience (EX) + User Experience (UX) + Organizational Design + Journey Manager + Analyst
Omni-channel & Multichannel Customer Experience Statistics So you want to share some Omni-channel & Multichannel Customer Experience Statistics to get buy in from stakeholders? Okay. ✅ 60 percent prefer email, 58 percent prefer phone, 48 percent prefer live chat, 24 percent choose SMS/text, and 18 percent prefer social media for simple servicje requests —Zendesk ✅ Customer executives are expected to manage a closed-loop system of analysis and action in which customer data drives multichannel customer experiences —Gartner ✅ 77 percent of consumers felt it was difficult to establish a consistent experience across channels and devices —Khoros An excellent customer experience, according to 28%, includes multiple communication options —Zendesk ✅ Companies with the best omnichannel customer engagement strategies see 10% year-on-year growth, a 10% increase in average order value, and a 25% increase in close rates —Adobe ✅ Only 8% of companies report having all channels linked, with 70% having no or very few channels connected, significantly limiting insight into consumer journeys and preferences —Dimension Data ✅ 27 percent said that being unable to reach customer support through their chosen channel contributes to a negative customer experience —Zendesk ✅ 64 percent of US consumers and 59 percent of all consumers believe that businesses have lost touch with the human part of the customer experience. 71 percent of Americans prefer to deal with a person rather than a chatbot or other automated method —PwC ✅ 62% of customers want to be able to interact with companies across multiple digital platforms, and 77 percent want internal teams at brands to connect and work with one another so they don't have to repeat themselves —Khoros ✅ According to PWC's 2020 research, the number of organizations investing in the omnichannel experience has increased from 20% to more than 80% —PwC ✅ When compared to shopping straight online, 87 percent of respondents said talking to a person on the phone to answer questions helped them feel more secure in making high-consideration purchases —Invoca ✅ Customers expect connected journeys, and 76% of customers expect consistent interactions across departments. However, 54% say it generally feels like sales, service, and marketing teams don’t share information —Salesforce Customer Experience and strong journey management is critical in complex omin-channel ecosystems. #omnichannel #omnichannelstrategy #customerexperience #cx #servicedesign #journeymanagement #customerjourney
Marcus Kirsch
8mo
Remind me what Product First is defined as?
Strat Parrott
8mo
Also worth a note, many more Multichannel org believe they are Omni Channel but don’t contain 2 way and cross function/channel communication.
Khoros
8mo
Thanks for the shout-out, Thomas!
Thais X.
8mo
And yet whenever you try to introduce the idea of a connected journey it's the end of world. Silos are fun.
Chris Muir
8mo
Linda McLean CMktr Louise Kerr Assistant Chief Constable Emma Bond MBE Andrew H. some very useful metrics here.
Service Design + Strategy + Customer Experience (CX) + Employee Experience (EX) + User Experience (UX) + Organizational Design + Journey Manager + Analyst
8moI'm doing a series of reputable survey results on Customer First value across 20 topics, every day. Data Privacy and Customer Experience Statistics to support Customer FIrst. https://www.linkedin.com/posts/thomasianwilson_worlds-biggest-data-breaches-hacks-information-activity-7166721767317721088-ytuN?utm_source=share&utm_medium=member_desktop