–  93% of C Level executives consider improving Customer Experience (CX) as a top strategic priority in 2016. 28% of this group have named improving CX as the top priority

–  96% of unhappy customers don’t complain; 91% of them will leave & never come back

–  A dissatisfied customer will tell between 9-15 people about their poor experience

–  70% of buying experiences are based on how the customer feels they are being treated

–  55% of customers would pay extra to guarantee a better experience

–  89% of people switch brands as a result of poor experience

–  Customers who had a positive experience will spend 140% more compared to those who had a negative experience

–  Retaining a customer costs four times less than attracting a new customer

–  Keeping just 10% of current customers will result in a 30% increase in the value of your company

Sources: Accenture, Forrester, McKinsey Research & Havard Business Review