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What Do Customers Want? Convenience


Convenience alone can draw customers in the door — and keep them coming back. Are you doing enough to add convenience to your customer experiences?

If there is one customer experience strategy that has stood out during the past two years, it’s convenience. Because of the pandemic, consumers have learned to enjoy more online experiences, delivery and other ways to simplify theirlives.

Convenience was always a sound strategy that helped thwart competition in many ways. Simply put, the company that is easier to do business with wins. Here are some exciting findings from our2022 customer service research:

  • 70% of customers would pay more if they knew the experience would be convenient
  • 75% would switch companies if they found out a competitor was more convenient to do business with
  • 68% say a convenient customer experience alone will make them return to a brand or company
  • 80% are likely to recommend a brand or company to friends and family if it provides a convenient customer service experience

Those are some compelling facts. Customers are willing to pay more for convenience. That makes price less relevant. Customers will stay because of convenience (or leave if the experience isn’t convenient). That makes convenience a competitive differentiator.

Related Article:How Evolving Smart Tech Is Changing the Customer Experience


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