Expected benefits from improving customer experience for U.S. organizations 2018

What benefits would you expect your organization to experience if they made the customer experience journey as good as possible?

CharacteristicShare of respondents
Increased revenue 61%
Greater customer satisfaction 58%
Increased sales 52%
A competitive advantage over rivals 46%
Access to new market 34%
Cost savings/efficiencies 25%
Improved brand loyalty 21%
There would be no benefits 2%
Created with Highcharts 7.2.2Share of respondents61%61%58%58%52%52%46%46%34%34%25%25%21%21%2%2%Increased revenueGreater customer satisfactionIncreased salesA competitive advantage over rivalsAccess to new marketCost savings/efficienciesImproved brand loyaltyThere would be no benefits
0%5%10%15%20%25%30%35%40%45%50%55%60%65%70%
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Release date

April 2018

Region

United States

Survey time period

November 2017 to January 2018

Number of respondents

200 respondents

Special properties

senior decision makers with involvement in customer experience.

Supplementary notes

Respondents’ organizations had a median size of approximately 500 global employees and $250-$500 million in revenue, and operated in one of six key industries: business and professional services, financial services, healthcare and life sciences, IT, technology and telecoms, manufacturing and distribution, and travel and tourism.
Values include answers ranked first, second and third.

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