How can businesses leverage this preference to enhance their customer experience and satisfaction?

Omni-Channel Engagement Preferred by Almost 78% of Customers

Source
Outgrow

Topic
Customer Engagement

Year
2020

In today’s digital age, customer engagement has become more critical than ever before. Engaging customers through multiple channels has become the norm for businesses to provide the best possible experience to their customers. A study by Outgrow shows that almost 78% of customers prefer omni-channel customer engagement.

The report highlights that customers want to interact with businesses through various channels, including email, social media, and live chat. By utilizing multiple channels, businesses can create a seamless experience that meets their customers’ needs and preferences.

It is also worth noting that businesses that engage with customers through multiple channels can achieve a 23% increase in customer retention rates. Additionally, customers that engage with companies across multiple channels tend to spend more than customers who only engage through one channel.

The study also reveals that businesses that have not embraced omni-channel customer engagement are likely to suffer in terms of customer loyalty and satisfaction. Almost 64% of customers would switch to a competitor if they are not provided with an omni-channel experience.

Businesses that have embraced omni-channel customer engagement have seen significant improvements in customer satisfaction, retention rates, and revenue. By providing a seamless and consistent experience across multiple channels, businesses can strengthen their relationship with customers and improve their bottom line.

After analyzing the statistics, it is evident that customers prefer omni-channel engagement when interacting with businesses. Almost 78% of customers prefer this method, which provides a seamless experience across multiple channels. It is essential for businesses to understand and implement omni-channel strategies to cater to their customers’ preferences and provide an exceptional customer experience. This approach not only benefits customers but also businesses, as it can lead to increased customer loyalty, higher retention rates, and improved sales. Therefore, it is crucial for businesses to prioritize omni-channel engagement in their customer service strategies to succeed in today’s competitive market.

More 2020 Stats

B2B Companies Achieve 63% Lower Customer Attrition and 55% Higher Share of Wallet in B2B Engagement

77% of Sales Professionals Now Conducting More Video Meetings

61% of customers believe that surprise gifts and offers are the best way to engage customers

39% of companies don’t regularly ask customers for feedback about their interactions

71% of salespeople said they were conducting more than half their sales virtually.

77% of B2B decision-makers prefer video meetings over phone calls with vendors

According to HubSpot, the length of a sales cycle decreased by an average of 15% when virtual sales tools were used.

77% of B2B buyers reported that their latest purchase was either “Difficult” or “Very Complex”

40% of all customer interactions will be automated through AI and machine learning by 2023

Why 40% of Sales Professionals Didn’t Achieve Their Revenue Goals in 2020

More Customer Engagement Stats

71% of salespeople are using social selling tools

30% of Online Shoppers are Millennials are are Between 18 and 34 Years Old

41% of companies struggle to quickly follow up with leads

Only 60% of sales reps meet quota

33% of US Females Aged 18-34 Say They Would “Ideally Buy Everything Online”

B2B Companies Achieve 63% Lower Customer Attrition and 55% Higher Share of Wallet in B2B Engagement

39% of companies don’t regularly ask customers for feedback about their interactions

More than Three-Quarters of Online Shoppers Would Like their Orders Shipped the Same Day

Around 45% of web store payments are made with digital and mobile wallets

8% of Online Shoppers Engage in a Live Chat Conversation before Placing an Order

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