It’s always good when something you believe is reinforced by facts.
The mission of FiveFour is to help businesses develop a culture of transformational customer experience. We believe that when a business engages with their customers in a way that values their time and provides them with individual solutions, they will succeed in the market.
It must be intentional and consistent, and it doesn’t happen by accident.
Paying attention to customer experience has never been more important.
Which brings me back to facts, or in this case, a single statistic.
I found this other day by going down a small internet rabbit hole until I got the source. I’m glad I did.
Here’s the stat: Sixty-seven percent of consumers are willing to pay more for a good experience.
Whoa.
Think about that. Two out of three people are willing to give you more money for your product or service if it is delivered as part of a memorable experience.
That affirms what believe at FiveFour.
And it’s a good thing to keep in mind as move into the next phases of the Experience Economy.
This stat come from a study conducted by Salesforce. There is a ton of information in the study, which you can read here.
If you don’t have time to read the entire thing, here’s my favorite passage:
“In this era of exponentially disruptive technological change, often referred to as the Fourth Industrial Revolution, products and services that are cutting edge one day are outdated the next. In this context, the experience a company offers is increasingly its differentiator. But the scope of customer experience is changing, too. To win hearts and wallets, companies must not only deliver amazing marketing, sales, ecommerce, and service interactions, but also prove that they have the customers’ best interests in mind.
“Customers expect a lot from companies, but don’t have faith in them to deliver. About half of customers say most companies fall short of their expectations for great experiences. The reality is that today’s customers expect companies to understand and care about them as individuals, and treat them accordingly.”
Pretty good stuff.