Skip to content
How does CX help businesses grow?

To make an investment in customer experience, you need a return. These statistics show how businesses benefit from managing their customer experience. You can’t use these numbers, but they should give you confidence in your business case.

up arrow

93% of customers are likely to make a repeat purchase with companies who offer excellent customer service. (Hubspot)

up arrow

78% of loyal customers help to spread the word about your business. (Zendesk)

up arrow

Companies that excel at customer experience grow their revenue 4% to 8% higher than others in their market. (Bain & Company)

up arrow

Increasing customer retention by 5% can result in an increase of profits between 25% to 95%. (Harvard Business School)

up arrow

Acquiring a new customer is 5 to 25 times more expensive than retaining an existing one. (Harvard Business Review)

up arrow

86% of consumers are willing to pay extra for a better customer experience. (Oracle)

up arrow

The success rate of selling to an existing customer is 60-70%, compared to is 5-20% with new customers. (Marketing Metrics quoted by Forbes)

up arrow

Existing customers are 50% more likely to try new products and spend 31% more than new customers. (CEB Marketing Leadership Council survey) 

up arrow

Highly engaged customers buy 90% more often (Review42)

up arrow

Customer experience leaders:

  • Have a category-leading brand
  • Grow faster than their leading competitor
  • Are sustainably profitable
  • Are loyalty leaders in their market Bain & Company
up arrow

From 2016 to 2022 Customer Experience leaders across industries outperformed peers on revenue growth by 100% McKinsey and Company

up arrow

Successful experience-led growth strategies (increasing Customer Satisfaction by at least 20%) can increase cross sell rates by 15-25% and boost share of wallet by 5-10%. McKinsey and Company

up arrow

From 2007-2019, the share price of Customer Experience leaders outperforms the S&P 500 index by 108 points. That of CX laggards trails the index by 110 points. The cumulative return of CX leaders was 3.4 times greater than that of the laggards. Watermark Consulting

up arrow

Annual revenue for businesses with top CX scores is 2.4x than that of businesses with poor CX scores. (Havard Business Review / Medallia)

up arrow

In subscription based businesses, 43% of the least satisfied customers renew their subscription, whereas 74% of the most satisfied customers stay for another year. (Havard Business Review / Medallia)

Schedule your free consultation and learn how to manage rising customer expectations

After our confidential, 30-minute consultation, you will…

  • See a path to product, service and journey improvements
  • Feel confident you and your team can continuously improve
  • Be keen to get ahead of your competitors by delighting your customers
Back To Top