What is customer experience and why does it matter? This question is becoming more and more relevant as customers have more choices and power in the marketplace. In the age of the internet, customers have the power to share their experience with the world. Seventy-two percent of people will share a positive experience with 6 or more people. Thirteen percent of people will share a bad experience with 15 or more people. Stats like these are critical to understand the role customer experience plays in the success of our organization.
This infographic provides 20 statistics from an article by Vala Afshar on the Huffington post that cites research from Esteban Kolsky, a top cx researcher.
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