This document provides 31 quotes and statistics about customer experience for 2018. Some of the key points include: customers who have an unpleasant experience on a website are 88% less likely to return; 85% of adults believe a company's mobile website should be as good or better than its desktop website; and by 2020, intelligent automation will manage 85% of businesses' customer relationships. The quotes aim to stimulate conversations around delivering better experiences for customers.

1. 31
CUSTOMER EXPERIENCE
STATS AND QUOTES
FOR 2018

2. INTRODUCTION
Now that we’re in 2018 - firmly in the "experience
era" - and digital technology is evolving faster than
organizations can adapt, it’s more vital than ever
before to focus on digital experience.
Here are 31 of the best quotes and stats to help
stimulate internal conversations around our shared
quest to deliver a better experience for our
customers.

3. THE VALUE OF GREAT
CUSTOMER EXPERIENCE

4. “Customers who had
an unpleasant experience on your site
are 88% less likely to return.”
Adobe
1

5. “85% of adults believe that a company’s
mobile website should be as good as
or better than the desktop website.”
visual.ly
85%
2

6. “Get to know your customers.
Humanize them.
Humanize yourself. It’s worth it.”
Kristin Smaby, Customer Services Consultant
3

7. “Loyal customers are 5x as likely
to repurchase, 5x as likely to forgive,
7x as likely to try a new offering,
and 4x as likely to refer.”
Temkin Group
4

8. “15 years ago, the average consumer
typically used two touchpoints when
buying an item and only 7%
regularly used more than four.
Today consumers use an average of
almost six touchpoints, with 50%
regularly using more than four.”
Marketing Week
5

9. “50% consumers are likely to switch brands
if a company doesn’t anticipate their needs.”
Salesforce
6
50%

10. “2018 will be the year of servicing
consumer needs before they even arise.
Brands leveraging the right data and
analytics to deliver impactful
customer experiences will rise to the top.”
Andy Yost, CMO, Gannett
7

11. “Welcome to a new era of marketing
and service in which your brand is defined
by those who experience it.”
Brian Solis, Principal Analyst and Futurist, Altimeter
8

12. “The term ‘customer experience’
won’t exist in the organization
of the future. It will be so deeply
entrenched in a company’s product,
process, and culture that it will be
synonymous with the brand and
represent the only way to do business.”
Ann Lewnes, SVP and CMO, Adobe
9

13. UNDERSTANDING THE HUMAN
BEHIND THE DATA
DOWNLOAD THE GUIDE TO DIGITAL BODY LANGUAGE
CLICK HERE

14. “In 2018 we’ll see more frank
public discussions about what it means
to bring humanity back to business.
Customers and employees, alike,
are craving more trust, respect, civility,
and meaningful connection.”
Megan Burns, CEO, Experience Enterprises
10

15. “CX of the future should be designed like
a Disney or Pixar movie, complete with
character and story development,
storyboarding, and integration into a
thoughtful and methodical universe
where the experience is consistent,
integrated, and enchanting in every
moment of truth.”
Brian Solis, Principal Analyst and Futurist, Altimeter
11

16. “When dealing with people, remember
you are not dealing with creatures of logic,
but creatures of emotion.”
Dale Carnegie, Author,
“How to Win Friends and Influence People”
12

17. “Get closer than ever to your customers.
So close that you tell them what they need
well before they realize it themselves.”
Steve Jobs
13

18. “Customers remember the service
a lot longer than they remember the price.”
Lauren Freedman, SVP, Digital Strategy,
Astound Commerce
14

19. “If you make customers unhappy in the
physical world, they might each tell 6 friends.
If you make customers unhappy on the
internet, they can each tell 6,000 friends.”
Jeff Bezos, CEO, Amazon
15

20. “Brands that demonstrate “true empathy”
in the experiences they deliver will win.
These experiences build powerful memories
that can disrupt categories.”
Alan B. Hart, Managing Partner of ATOMCK
& Host of Marketing Today podcast
16

21. ON MOBILE AND
OMNICHANNEL EXPERIENCE

22. “57% of users say
they won’t recommend a business with
a poorly-designed mobile site.”
SocPub
17

23. “Google says 61% of users are unlikely
to return to a mobile site they had
trouble accessing and 40% visit
a competitor’s site instead.”
McKinsey & Company
18
61%
40%

24. “69% of digital media time
is spent on mobile.”
comScore
19
69%

25. “By 2020, the demand for an omnichannel
customer experience will be amplified by
the need for nearly perfect execution.”
PWC
20

26. “Companies with the strongest omnichannel
customer engagement strategies retain
an average of 89% of their customers,
as compared to 33% for companies with
weak omnichannel strategies.”
Aberdeen Group
21
89%
33%

27. “The shift to mobile is driven by habit...
people are often at home surrounded
by devices - desktops, laptops, smart-TVs
- that are all objectively better
for content consumption than mobiles.
But people reach for their phones
because they’re habitualized to them.”
Tom Grinsted, Google
22

28. “75% consumers expect a
consistent experience wherever
they engage (e.g., website, social media,
mobile, in person).”
Salesforce
23

29. ON NEW TECHNOLOGIES

30. “Investment in AI will increase more
than 300% this year.”
Forrester
24

31. “80% of marketers predict artificial
intelligence will revolutionize marketing
in the next few years.”
Econsultancy
25

32. “70% of consumers say technology
has made it easier than ever
to take their business elsewhere.”
Salesforce
26

33. “8 out of 10 businesses have already
implemented or are planning to adopt AI
as a customer service solution by 2020.”
Oracle
27

34. “67% of people expect to see/use
messaging apps when talking to a business.”
Chatbots Magazine
28

35. “40% of adults now use voice search
at least once per day.”
Branded 3
29

36. “Intelligent automation will manage
85% of businesses’ customer relationships
by 2020.”
Gartner
30
85%

37. “Becoming the default brand choice in
a pre-programmed, AI and IoT-enabled
world will make or break businesses.”
Constellation Research
31

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