the cx tipping point germany infographic - medallia · and read the ipsos + medallia study the...

Approximately one out of six mobile network and insurance customers reported that their providers failed to meet expectations. Approximately one out of six mobile network and insurance customers reported that their providers failed to meet expectations. Further Reading To learn how companies are meeting and exceeding customer expectations in 2018 and beyond, download and read the Ipsos + Medallia study The Customer Experience Tipping Point. Methodology Medallia partnered with Ipsos to conduct a panel survey of 8,002 consumers from four countries — U.S. (2,002), UK (2,000), France (2,000), and Germany (2,000) — across six industry sectors: online retail, offline retail, banking, insurance, mobile network providers, and hotels. The collected sample was approximately matched to the census of each country on age and gender. Download a Copy of the Full Study In today’s baleground of CX, we’ve reached a tipping point. Experiences maer more than ever and have become more important than brand reputation. This is make or break time. The CX T ipping Point Copyright © 2018 Medallia Inc. All rights reserved. Explore More Resources on The CX Tipping Point Study Top 3 customer expectations for online retail 56% Consistent levels of service across physical and digital channels Frictionless flow of information between multiple channels Real-time response on preferred channel of interaction 49% 40% An Ipsos + Medallia study: Germany CX matters more than brand reputation for service industries Brand Reputation Personal Experience 55% 12% Hotels and retail CX leaders outperform banking, insurance and mobile providers Percent of German customers who indicated their expectations were met or exceeded over the last 12 months. 42% tell friends, family or colleagues 18% 12% use the brand more write a review/or rate them 9% share their experience on social media A positive experience pays off 37% tell friends, family or colleagues 14% complain online to the company 14% stop using the brand 11% use the brand less 11% switch to a competitor A negative experience will cost you Top Influencers How much does each of these influence your decision to choose or continue using brands in the future? Percent of customers who rated each item 9 or 10 on a 10-point scale, where 1 is “definitely would not influence” and 10 is ”definitely would influence.” 6% 73% 69% 90% 88% 8% 5% Mobile network providers Insurance 8% 6% Hotels 73% Banking 18% exceed expectations meet expectations exceed expectations meet expectations exceed expectations meet expectations 78% meet expectations meet expectations meet expectations exceed expectations exceed expectations exceed expectations Offline retail Online retail

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Page 1: The CX Tipping Point Germany Infographic - Medallia · and read the Ipsos + Medallia study The Customer Experience Tipping Point. Methodology Medallia partnered with Ipsos to conduct

Approximately one out of six mobile networkand insurance customers reported thattheir providers failed to meet expectations.