12 Powerful Stats of Customer Engagement

1. Engagement is driven by price (81%), quality (80%) and convenience (55%), loyalty is about likeability (86%) and trust (83%).
2. 63% of marketers agree customer engagement includes renewals, repeat purchases, and retention.
3. 52% of companies say Facebook is the most effective social channel for customer engagement, service and support.
4. Answering a social media complaint increases customer advocacy by as much as 25%.
5. 52% of customers are less likely to engage with a company because of bad mobile experience.
6. Customer service interactions over Twitter have increased 250% in the last two years.
7. By 2020, customer experience will overtake price and product as the key brand differentiator.
8. Customer retention is 14% higher among companies applying big data and analytics to deal velocity.
9. 74% of consumers have spent more due to good customer service.
10. 72% of businesses say that improving the customer experience is their top priority.
11. A quarter of Millennials are fully engaged customers, and their engagement is highly dependent on technology.
12. More than three-quarters of marketers say engagement occurs in the middle or end stage of the marketing funnel.

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Source: 12 Powerful Stats of Customer Engagement