31 Facts on the Customer Experience and Marketing in the Digital Economy

Peter Johnson | Digitalist, SAP | June 22, 2017

Some really interesting facts on the value of giving your customers a better customer experience including:

  • Since 2009, a stock portfolio comprising the brands that provide the simplest customer experiences outperformed the major indexes. The Simplicity portfolio grew +433%, S&P +135%, DAX +116%, and FTSE +52%. Source: “Global Brand Simplicity Index 2017,” Siegel+Gale
  • Companies with best-in-class customer experience management achieve year-over-year customer profit margin improvement 527% higher than their peers, and 359% greater company revenue growth. Source: SAP Center for Business Insight 2017 calculation based on “CEM Executive’s Agenda 2016: Aligning the Business Around the Customer,” Aberdeen Group
  • 86% of consumers are willing to pay more for an upgraded experience, and 55% are willing to pay for a guaranteed good experience. Source: “50 Important Customer Experience Stats for Business Leaders”, The Huffington Post
  • By 2020, 50% of digital transformation initiatives will fail due to the lack of an end to-end customer experience operating system. Source: “IDC FutureScape: Worldwide Chief Marketing Officer 2017 Predictions“, IDC Research, Inc.

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