9 Must-Know Stats for the Customer-Centric Marketer

You know your customers are important. But with so much pressure riding on securing new business — not to mention the differing priorities between your marketing, sales, and customer service teams — it can be hard to ensure that customer retention is always a top priority…for everyone.

A few things to keep in mind: when it comes to continuing their business with your company, your customers are more likely to stick around for the following:

  • personalized experiences

  • friendly employees and customer service reps

  • the chance to work with a brand that has a good reputation

  • easy-to-access information or help.

But even if you’re providing all of the above, it only takes one wrong move to see a customer go from “good standing” to “goodbye.” To help prevent your customers from slipping off your to-do list, we’ve assembled a few eye-opening customer service stats that any B2B company can learn from. So take a look, pick out a few of your favorite customer-centric stats, and share them with your networks!

86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. (CEI Survey) tweetbutton

By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report) tweetbutton

In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year. (Accenture Global Consumer Pulse Survey) tweetbutton

It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.  (White House Office of Consumer Affairs) tweetbutton

89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report) tweetbutton

It takes 12 positive customer experiences to make up for one negative experience. (Parature) tweetbutton

70% of buying experiences are based on how the customer feels they are being treated.  (McKinsey) tweetbutton

A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co) tweetbutton

90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86% said buying decisions were influenced by negative online reviews. (Dimensional Research) tweetbutton

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