Customer Journey Mapping Statistics


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Customer Journey Mapping Statistics 2023: Facts about Customer Journey Mapping outlines the context of what’s happening in the tech world.

LLCBuddy editorial team did hours of research, collected all important statistics on Customer Journey Mapping, and shared those on this page. Our editorial team proofread these to make the data as accurate as possible. We believe you don’t need to check any other resources on the web for the same. You should get everything here only 🙂

Are you planning to form an LLC? Maybe for educational purposes, business research, or personal curiosity, whatever the reason is – it’s always a good idea to gather more information about tech topics like this.

How much of an impact will Customer Journey Mapping Statistics have on your day-to-day? or the day-to-day of your LLC Business? How much does it matter directly or indirectly? You should get answers to all your questions here.

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Top Customer Journey Mapping Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 94 Customer Journey Mapping Statistics on this page 🙂

Customer Journey Mapping “Latest” Statistics

  • The significance of the customer experience has increased, according to 63% of customer experience decision-makers.[1]
  • 88% said that customizing the customer experience is essential to business success, yet they lack the resources and knowledge necessary to create a better digital customer journey.[1]
  • 90% of smartphone users use their devices for pre-shopping tasks, including looking up addresses, hours of operation, and prices, discovering special deals, a certain product, product details, product availability, and product testimonials.[1]
  • 91% of businesses declared their aspiration to be among their sector’s customer experience leaders.[1]
  • 90% of customers, according to Ciceron, claim that internet reviews affect their purchasing choices.[1]
  • By 2020, 85% of a customer’s interactions with a company will take place online, according to Sprinkle.[1]
  • 66% of smartphone users use their devices to research something they saw in a television ad.[1]
  • Only 35% of businesses with the least positive CX effect claim to comprehend the connection between customer experience and company success, compared to 73% of businesses with the greatest positive CX impact.[1]
  • When asked whether they would feel better about a brand if they understood how their information was being utilized, 63% of poll participants replied yes.[2]
  • If a loyalty program is given, 68% of repeat customers will sign up; thus, your company should think about offering one.[2]
  • Personalization will benefit your company as 70% of consumers claim they are extremely inclined to buy only from firms that comprehend their wants and those of their customers.[2]
  • 79% of consumers believe firms can’t secure personal information because they don’t comprehend the terms of any permission requests made of them.[2]
  • According to research by Indeed, the majority of the 1,073 company executives polled agreed that putting employee happiness first gives businesses a competitive edge (87%) and that it also makes it easier to retain top talent (96%).[2]
  • 7% of poll participants anticipate that brands will already provide help for messaging.[2]
  • Even while the majority of CEOs questioned said that in the last five years, employee expectations about workplace happiness have increased, just 19% of businesses have made it a strategic priority.[2]
  • Given that 48% of users are already used to dealing with bots in customer service contacts, 71% of users believe they would be willing to utilize a bot if it enhanced the user experience.[2]
  • Returning consumers are 31% more likely to spend more money and are 50% more inclined to try a new product.[2]
  • 82% of poll participants anticipate that shops will be able to satisfy their expectations and suit their preferences.[2]
  • 76% of companies say they are increasing their spending on providing numerous customer care channels.[2]
  • One in four consumers in practically every business will spend up to 10% extra if they anticipate receiving exceptional customer service.[2]
  • Salesforce polled more than 6,000 customers, and the results showed that 66% of them wanted businesses to be aware of their wants and expectations.[2]
  • Customer service executives estimate that current self-service solutions could easily manage 20%-40% of live load.[3]
  • While just 11% of decision-makers perceive seamless omnichannel experiences as the most crucial component of providing excellent experiences, 42% of customers see a seamless experience across all devices and channels as a high expectation.[3]
  • 56% of customers believe that, more than any other factor, the level of customer service they get positively influences how favorably they see a company.[3]
  • 60% of shoppers claim that they will make further purchases following a tailored shopping experience.[3]
  • 62% of customers believe they don’t get outstanding customer service when they make purchases on social media.[3]
  • 65% of respondents believe good customer service is more impactful than effective advertising.[3]
  • If a firm can provide satisfied clients throughout the customer journey, 65% of respondents will stick with it over time.[3]
  • When asked if personally sharing information about themselves would improve their client experience, 66% of customers said yes.[3]
  • Before making a purchase, 68% of U.S. customers use or would want to utilize social media to interact with firms and ask questions. Compared to 59% of consumers who anticipate doing so to gain posts.[3]
  • 71% of consumers anticipate that customer service representatives will already be familiar with their prior encounters with the business.[3]
  • 83% of CEOs believe that the dangers to their revenue and market share are significant when CX isn’t enhanced.[3]
  • By 2023, 25% of businesses anticipate combining marketing, sales, and customer service into a single department.[3]
  • CX powers only 60% of customers to agree with businesses’ claims that they deliver tailored customer experiences.[3]
  • Businesses continue to show a great interest in AI, with 46% of customers saying they would stop using a brand if staff didn’t know what they were doing.[3]
  • 49% of customers in the U.S. CX management market reported leaving a brand in the previous year as a result of a bad customer experience.[3]
  • Even the highest-performing workers have a 47% turnover rate, according to the 2020 talent optimization report.[4]
  • In-store and online shops that regularly provide excellent customer service are preferred by 69% of U.S. people.[5]
  • 75% of consumers acknowledge that the look and usability of a brand’s website help them determine its legitimacy.[5]
  • Customers believe they are willing to spend extra if it means having a better customer experience 86% of the time.[5]
  • Customers report that 67% of businesses are actively attempting to enhance customer service.[5]
  • According to customer experience statistics for 2021, if consumers have had good encounters with your company in the past, they are more likely to do business with it, become more devoted to it, and even suggest it to others.[5]
  • Companies with highly engaged employees beat their nearest rivals in terms of profits by 147%.[5]
  • According to customer experience statistics for 2021, consumers are prepared to spend up to 10% extra for a good customer experience on a product or service.[5]
  • According to data on customer satisfaction, 65% of consumers stick with companies that provide a positive customer experience at every touchpoint.[5]
  • According to statistics on customer service, just 25% of client contacts in 2018 were automated using AI and machine learning.[5]
  • Statistics on customer satisfaction suggest that just 18% of people would do business with you again if they claimed to have had a terrible experience.[5]
  • 10.7% of these consumers would rather post about their negative experiences on Facebook.[5]
  • Only 2% of businesses claim that the importance of the customer experience to their operations is either nonexistent or minimal.[5]
  • 56% of top customer experience specialists work to increase the customization of customer communications.[5]
  • 33.7% of these consumers will discuss their negative customer experience with relatives and friends over the phone, email, or even in person.[5]
  • 60% of consumers say they believe evaluations from friends, family, and other customers when learning about a new product.[5]
  • Statistics on customer experiences also indicate that 13% of consumers will tell 15 others about a negative customer experience.[5]
  • With 78% and 79% of travel maps, respectively, devoted to the problems and ideas opportunities areas.[6]
  • The most popular response, given by 39% of CEOs, is that improving the customer experience is the best way to get a competitive edge.[7]
  • According to customer interactions and feedback, 52% of marketers change their plans and approaches.[7]
  • Only 40% of businesses without a CEO focused on the customer experience report an increase in sales, compared to 59% of businesses with such a CEO.[7]
  • 62% of marketing executives said that their companies usage of online consumer data has expanded over the last two years, and 70% indicated they anticipate using more online data during the next two years.[7]
  • 64% of businesses with a CEO who prioritizes customers think they are more profitable than their rivals.[7]
  • 65% of businesses said that enhancing data analysis is crucial to providing better customer service.[7]
  • 73% of businesses that provide above-average customer service outperform their rivals financially.[7]
  • Customer experience received the highest rating for importance to the company from 75% of customer experience management executives.[7]
  • 75% of marketers claim they will be in charge of the whole consumer experience throughout their lives.[7]
  • 80% of consumers claim that if a brand delivers individualized experiences, they are more inclined to do business with it.[7]
  • Compared to 18% of customers who had a negative experience, 87% of customers who said they had a wonderful experience would return to the business and make another purchase.[7]
  • 90% of international CEOs who employ data analytics claim that doing so has enhanced their capacity to provide excellent customer service.[7]
  • American customers are willing to spend 17% extra for products from businesses known for their excellent customer service.[7]
  • Businesses that foster an emotional connection with clients exceed their rivals’ sales growth by 85%.[7]
  • Utilizing technologies like customer journey maps, businesses may save their service costs by 15%-20%.[7]
  • Customer experience is considered a competitive differentiator by 81% of businesses.[7]
  • After a favorable encounter, consumers are more likely to spend 14% more than those who have bad experiences.[7]
  • The cost of servicing clients may be reduced by up to 33% by providing high-quality customer service.[7]
  • Companies that excel at customer experience fare approximately 80% better than laggards.[7]
  • According to the 2019 Gartner Customer Experience Management Survey, companies that have and utilize customer journey maps are 200% as likely to outperform rivals.[8]
  • 80% of customers are more inclined to conduct business with a firm if it provides a tailored experience, according to a recent Epsilon study.[9]
  • Retargeting is a strategy used by marketers to contact the 98% of consumers who don’t convert straight away and draw in potential customers.[9]
  • Participants’ percentages using digital vs physical instruments indicated by error bars are 95% confidence ranges.[10]
  • 22% of businesses claimed to have poorly linked systems, and one-third of businesses reported having inadequate data analytics.[11]
  • These opinions were supported by a Harvard Business Review and Salesforce survey, which revealed that just 13% of businesses now have a single source of customer insight, while another 30% are striving to implement one.[11]
  • Esteban Kolsky estimates that 72% of clients will tell six or more people about a favorable experience.[12]
  • Mobile devices now account for 52% of all internet traffic, with desktop use sliding downward.[12]
  • A recent study by Adobe found that businesses with the best omnichannel customer interaction strategy see 10% year-over-year growth, a 10% rise in average order value, and a 25% boost in close rates.[12]
  • 50% of users will quit visiting a website if it isn’t mobile-friendly, even if they like the company.[12]
  • 57% of consumers won’t suggest a company with a mobile website that is badly built.[12]
  • Customers, for instance, are prepared to pay a price premium of up to 13% and as high as 18% for luxury and indulgence services just by having a wonderful customer experience.[12]
  • If an online knowledge base were accessible and catered to their requirements, 91% of consumers would utilize it.[12]
  • An overwhelming 90% of consumers say they have a negative mobile customer care experience.[12]
  • PwC discovered that the number of businesses investing in the omnichannel experience has increased from 20% to more than 80% in their 2020 study.[12]
  • Up from only 36% in 2010, more than two-thirds of businesses now compete largely on the basis of customer experience.[12]
  • According to our own study, just 44% of respondents plan to increase their spending on CX efforts.[12]
  • 88% of businesses now place a high priority on customer experience in their contact centers.[12]
  • 13% of unhappy customers will tell at least 15 other people about their bad experiences.[12]
  • 84% of businesses that self-identify as customer-centric are increasingly concentrating on the mobile customer experience.[12]
  • By 2023, 40% of organizations are anticipated to have used AI, up from the current 90% during the next three years.[12]

Also Read

How Useful is Customer Journey Mapping

But just how useful is customer journey mapping in practice? Does it really provide businesses with valuable insights or is it just another buzzword that fails to deliver on its promises?

On one hand, customer journey mapping can be a powerful tool for businesses looking to stay competitive in today’s fast-paced, ever-changing market. By understanding the customer’s perspective and aligning their products and services with the customer’s needs and expectations, businesses can create a seamless and personalized experience that drives customer loyalty and retention.

For example, by mapping out the customer journey, businesses can identify the touchpoints where customers interact with the brand, whether it’s through a website, social media, or in-store experience. This allows businesses to optimize these touchpoints to make them more user-friendly, engaging, and relevant to the customer’s needs. By improving these touchpoints, businesses can increase customer satisfaction, reduce churn, and ultimately drive bottom-line results.

Additionally, customer journey mapping can help businesses uncover hidden opportunities for growth and innovation. By analyzing each step of the customer journey, businesses can identify gaps in the customer experience, pain points that frustrate customers, and moments of truth that can make or break the customer’s relationship with the brand. Armed with this information, businesses can develop targeted solutions that address these challenges and opportunities, leading to more satisfied customers and increased revenue.

On the other hand, customer journey mapping is not without its drawbacks and limitations. Mapping the customer journey can be a complex and time-consuming process that requires a deep understanding of the customer’s mindset, behavior, and preferences. Businesses must invest in the right tools, resources, and expertise to effectively map the customer journey, which can be a barrier for smaller businesses with limited budgets and resources.

Furthermore, customer journey mapping is not a one-size-fits-all solution. Customers’ needs, preferences, and behaviors can vary widely depending on factors such as demographics, psychographics, and past experiences with the brand. This means that businesses must tailor their customer journey maps to account for these differences, which can be challenging and resource-intensive.

In conclusion, customer journey mapping can be a valuable tool for businesses looking to better understand their customers, improve their overall experience, and drive business results. By mapping out the customer journey, businesses can uncover valuable insights, identify opportunities for improvement, and develop targeted solutions that address their customers’ needs and preferences. While customer journey mapping may not be a perfect solution, it can provide businesses with a competitive edge in today’s fast-paced, ever-changing market.

Reference

  1. apiumhub – https://apiumhub.com/tech-blog-barcelona/digital-customer-journey/
  2. hubspot – https://blog.hubspot.com/service/customer-experience-trends
  3. emplifi – https://emplifi.io/resources/blog/customer-experience-statistics
  4. g2 – https://learn.g2.com/employee-journey-mapping
  5. techjury – https://techjury.net/blog/customer-experience-statistics/
  6. uxpressia – https://uxpressia.com/blog/top-customer-journey-layers-statistics
  7. forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/
  8. gartner – https://www.gartner.com/en/marketing/insights/articles/3-steps-to-creating-customer-journey-maps-people-will-use
  9. gwi – https://www.gwi.com/reports/customer-journey-mapping-guide
  10. nngroup – https://www.nngroup.com/articles/journey-mapping-impact/
  11. siteimprove – https://www.siteimprove.com/blog/how-to-use-available-data-to-supplement-customer-journey-mapping/
  12. superoffice – https://www.superoffice.com/blog/customer-experience-statistics/

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