Where's the value in customer experience? A detailed infographic from TRACX

1. TRACX makes it easy to capture
in-the-moment customer feedback.
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Understanding
the customer
experience journey
Awareness
of consumers identify word of mouth as a
key influencer in their purchasing decision.
Purchase
Consideration
Retention
of global consumers
trust user generated
content and word of
mouth more
than advertising.
of consumers began
doing business with a
competitor following a
poor customer experience.
Marketers rated the quality of a
word of mouth lead to be
4.28 on the 5 point scale.
of marketers said that
exceptional service was
their method for promoting
of mouth to happen.
Using customer testimonials regularly
can generate approximately
More than two-thirds of companies now compete based on CX
Customer testimonials placed alongside more expensive items
increased conversion rates 380%
Where’s the value in
customer experience?
For organizations to lead from a customer-centric position, they increasingly
need a comprehensive view of the full customer journey, as well as the ability
to obtain deep, granular insight on what is driving customer experience.
They need immediate and individual signals in order to take action “in the
moment” and to create relevant experiences for each customer…”
- McKinsey, Feb 2021
Source: Jay Baer
Source: RightNow
Source: Power Reviews
Source: Gartner’s Customer Experience Survey
Increasing customer journey satisfaction will lift the customer
satisfaction by up to 20% as well as revenues by 15%
while keeping the customer serving cost lower by 20%.
Source: McKinsey
Source: Referral Rock
Source: Ogilvy Cannes
Source: Referral Rock
Source: Strategic Factory
Source: CEB
Source: Rosetta
There is an
80% revenue increase
for businesses that focus on
improving customer experience.
Source: Forbes
If B2B buyer has a high brand connection with your
company they are...
5x more likely to consider buying from you,
13x more likely to purchase and
30x more likely to pay premium.
Source: McKinsey
customers feel they are being treated,
rather than anything metrics-based.
of buying
experiences are
based on how
Engaged customers spend
300% more over the course of a year.
of customers that have had
a bad customer experience with a
brand will report directly to such brand.
Source: Smart Insights
Source: HBR
A 10% increase in customer retention
30% increase overall in the company’s value.
Satisfied customers are
14x more
likely to buy your product again
compared to a new customer.
Source: Groove
Source: Harvard Business Review
more expensive to acquire a new customer
than it is to keep a current one.
It’s between
60% of marketers are concerned
that they are at a competitive
disadvantage due to CX.
60%
86% of senior-level marketers say
that it’s absolutely critical or very
important to create a cohesive
customer journey.
86%
57% of marketing professionals
say that the best tactic for
improving customer experience is
collecting customer feedback.
57%
Source: Ascend2
Source: Oracle Source: Salesforce

2. of consumers identify word of mouth as a
key influencer in their purchasing decision.
Source: Ogilvy Cannes
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3. Source: Referral Rock
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of marketers said that
exceptional service was
their method for promoting
of mouth to happen.

4. Source: Strategic Factory
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Using customer testimonials regularly
can generate approximately

5. Source: Smart Insights
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of customers that have had
a bad customer experience with a
brand will report directly to such brand.

6. Engaged customers spend
300% more over the course of a year.
Source: Rosetta
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7. Source: Groove
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Satisfied customers are
14x more
likely to buy your product again
compared to a new customer.

8. Source: Referral Rock
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Marketers rated the quality of a
word of mouth lead to be
4.28 on the 5 point scale.

9. Source: RightNow
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of consumers began
doing business with a
competitor following a
poor customer experience.