Some Sobering Statistics on Customer Service

What sobering statistics: Only 7% of American consumers believe their service interactions improved in the last year. 55% feel they have worsened, and nearly 60% say they share details of bad experiences with personal contacts.

Of those 55% of consumers who believe experiences have worsened: 29% say they rant on social media, a whopping 48% attempt to switch to a competitor, and 39% will write negative reviews. Bad CX = Lost Revenue.

Every day, I see companies that are continuing to ignore these alarming trends - or move too slowly, with too little thoughtful strategy. They follow the “hot trends” or they just have the hubris to think these trends don’t apply to them.

All of these stats come from a fantastic survey / study from CCW Digital conducted in May 2024, and one additional HUGE take-away: consumers cited “Lack of humanity as the #1 pain point in 2024”.

💥 This survey also reveals, “The essence of customer experience hinges on genuine human connection. These finding are a wake-up call for businesses to harmonize technology innovation with human-centric strategies to elevate customer engagement…. truly customer-centric brands that design experiences from the outside-in can build a significant advantage in the market.”

It is also worth noting that this data comes on the back of a similar study in 2023 that also revealed significant and similar declines in consumer sentiment.

On the flip side - as a consumer, and a CEO and practitioner in the CX (and EX) space, there is a bright spot out there. I have the pleasure to see first-hand, and work with, executives around the world, who are boldly leading their businesses through transformations that are human-centered, technology enabled, and really focused on delivering the experiences we all crave!

Don't sleep on delivering impactful wow moments, personalized modern 5-star service, and remembering the power of genuine human connection - we all want it!

Ps. Above is a great example of thoughtful personalization and curated language - all designed to make the customer feel special - never a transaction.