As the year kicks off with a productive start to brainstorm on innovative business strategies and customer relationship management ideals, various factors such as industry statistics and quoted predictions from trade experts have become widespread, most of which have become of interest and motivation for most business owners.

It’s no mystery that customer experience (CX) is the main ingredient to measure the success of your venture. It’s one of the main drivers that can steer your business’ agenda into the right and profitable way, and the lifeblood that keeps your business going more than the usual.

If you’re currently at a standstill on what aspects of CX your organization should focus on, review these distinctive statistics and quotes that can give you an idea of how vast the impact of customer experience will be this 2016:

Customer experience for 2016 and beyond

  • By 2016, 89% of companies expect to compete mostly on the basis of customer experience. — Jake Sorofman and Laura McLellan, Gartner (source)
  • The Global Customer Experience Management (CEM) market to grow at a compound annual growth rate of 20.79 percent over the period 2012-2016. — TechNavio (source)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. — Walker Info (source)
  • By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. — Gartner (source)

Bridging the gap between businesses and consumers

  • 82% of consumers said that they will only buy from businesses that make it easy for them. — Andrew Milroy, Senior Vice President, ICT, Asia Pacific, Frost & Sullivan (source)
  • 32% of customers share their customer service experience through social media - the good and the bad. — Andrew Milroy, Senior Vice President, ICT, Asia Pacific, Frost & Sullivan (source)
  • 75% of brands do not know what engagement means - but are measuring "it.” — Esteban Kolsky, CEO, thinkJar (source)
  • 62% of online shoppers are more likely to return to a retail site that offers a social community. — Ripple6, a subsidiary of Gannett Co. Inc (source)
  • 56% of customer just want the right answer, but 64% of customers do not trust the information. — Esteban Kolsky, CEO, thinkJar (source)
  • 67% of service interactions are easily replaced with community interactions. — Esteban Kolsky, CEO, thinkJar (source)

Customer experience in the Asia Pacific

  • Over 6 in 10 consumers in APAC are willing to pay more to companies that deliver excellent service. — Andrew Milroy, Senior Vice President, ICT, Asia Pacific, Frost & Sullivan (source)
  • Philippines has the momentum and resources to lead the next generation of customer experience. — Anthony Bartolo, President, Mobility & Collaboration Services, Tata Communications (source)

customer relationship management

The massive switch of consumers in digital

  • 77% of those ages 18 to 24 use mobile devices at least once per month for customer support. — Software Advice (source)
  • 79% of organizations consider improving the experience of technology-empowered customers as a high or critical priority for their business in 2015. — Forrester (source)
  • By 2016, mobile search will generate 27.8 billion more queries than desktop search. — ComScore (source)

Inspiring customer experience quotes to get you through every business day

  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” — Jeff Bezos, Founder and CEO of Amazon (source)
  • “Your most unhappy customers are your greatest source of learning.” — Bill Gates, Founder, Microsoft (source)
  • “The customer experience is the next competitive battleground.” — Jerry Gregoire, CIO, Dell Computers (source)
  • “Customer service is not a department, it’s everyone’s job.” — Ken Blanchard, Author, The One Minute Manager (source)
  • “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” — Ian Schafer, Founder and CEO of Deep Focus (source)
  • “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” — Steve Jobs, CEO, Apple Inc. (source)
  • “It is not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.” — Henry Ford, Founder, Ford Motors (source)
  • “If you give customers a chance, they’ll communicate with you in many ways.” ― Robert G. Thompson, Author, Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies (source)
  • “Never leave your customers wondering.”  — Kevin Stirtz, Author, More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back (source)
  • “The customer’s perception is your reality.” — Kate Zabriskie, Founder, Business Training Works, Inc. (source)
  • “The longer you wait, the harder it is to produce outstanding customer service.”  — William H. Davidow, Author, Marketing High Technology (source)
  • “Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” — Ross Perot, Founder, EDS (source)
  • “Make a customer, not a sale.” — Katherine Barchetti, Founder, Barchetti Shops (source)
  • “If you’re not serving the customer, your job is to be serving someone who is.” — Jan Carlzon, CEO, SAS Group (source)
  • "The best way to find yourself is to lose yourself in the service of others." — Mahatma Gandhi, Indian Preeminent Leader (source)

This 2016, customer experience will remain as the game-changer for small and large businesses alike across the local and international industries. Make the most out of the year right by committing your business strategies to what really matters most and who will benefit from it, instead of thinking only about sales, the next sales, and more sales.


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