According to PwCs Experience is Everything: Heres How To Get It Right survey, which explores consumer views on and expectations of customer experience (CX), the price premium for quality CX among consumers worldwide is real and it adds up to a 16% on products and services.
Speed and efficiency (80%); knowledgeable and helpful employees (78%); and convenience (77%) universally matter most. These cornerstone CX elements are so highly valued that 52% of consumers would pay more for greater speed and efficiency; 43% would pay more for greater convenience; and 41% would pay more for knowledgeable and helpful employees.
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