23 Customer Engagement Statistics

23 Customer Engagement Statistics

Customer engagement is crucial when it comes to building long-lasting relationships with your most loyal customers. The more engaged your customers are, the more likely they are to trust your brand, spend more, and visit more often.

We’ve pulled together a list of important customer engagement statistics that every marketer needs to build successful campaigns and increase loyalty with their best customers.

These customer engagement statistics cover topics like personalization, communication strategies, customer retention, ROI, customer loyalty, and data and analytics.

Customer engagement and personalization

Only 37% of shoppers feel like retailers know them. (Salesforce)

50% of consumers are likely to switch brands if a company doesn’t anticipate their needs (Salesforce)

79% of consumers want to see that brands care, before considering making a purchase (Wantedness)

28% of millennials agree that receiving personalized retail offers, based on their purchasing history is appealing (Salesforce)

80% of consumers say they are more likely to do business with a company if it offers personalized experiences. (Epsilon)

70% of companies that deliver exceptional customer experience use customer feedback (Think Jar)

Personalization remains as marketers’ most popular choice with 36% of company respondents, and 40% of their agency counterparts, selecting ‘Delivering personalized experiences in real time’ as their top priority. (Adobe)

Customer engagement communication channels

Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies (Aberdeen)

75% of consumers expect a consistent experience wherever they engage -social networks, in-person, online or by phone. (Salesforce)

27% of companies say it takes them less than an hour to respond to questions/issues on social channels. (Salesforce)

More than three-quarters of marketers say engagement occurs in the middle or end stage of the marketing funnel. (Marketo)

Customer engagement revenue and retention

84% of organizations working to improve customer experience have experienced an increase in revenue (Dimension Data)

63% of marketers agree customer engagement includes renewals, repeat purchases, and retention. (SessionCam)

There is a retention rate of 92% among companies with a well-crafted customer service approach. (Aberdeen)

Customers that continue to support your brand over time will spend 67% more than new customers (Edelman)

Customer engagement data and analytics

By 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience (Gartner)

91% of consumers said they would be more likely to shop with brands who recognize and provide relevant offers and recommendations, and 83% are willing to share their data to make this work. (Accenture)

Organizations that demonstrate higher levels of analytical maturity saw a marked advantage in their customer relationships. The most analytically mature organizations are twice as likely to report strong customer engagement as the least analytically mature organizations. (MIT Sloan)

Customer engagement and customer loyalty

Discounts and coupons came in as the top-ranking tactic for driving loyalty with 61% of consumers saying they use them (Expedia Affiliate Network)

Consumers who believe personalized experiences are very appealing are 10x more likely to be a brand’s most valuable customer – those expected to make more than 15 transactions in one year. (Epsilon)

75% of consumers expect a consistent experience wherever they engage -social networks, in-person, online or by phone. (Salesforce)

Loyal customers on average are worth 10 times as much as their first purchase. (Salesforce)

A loyal customer buys 30% more items per order compared to a first-time customer. (Adobe)

Wrap up

As you can tell from these statistics, customer engagement involves many aspects from data insights, customer loyalty, and feedback, personalization and reporting, and analytics.

The more you know about your customers, the easier it will be to target your best customers and continually increase your retention, revenue, and ROI.