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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 battleground of CX, we’ve reached a tipping point. Experiences matter more than ever and have become more important than brand reputation. This is make or break time. when brands exceed vs. meet expectations Brand loyalty increases Delivering great CX pays off Copyright © 2019 Medallia Inc. All rights reserved. 54% tell friends and family about it 35% use the brand more 16% rate or write a review 15% share experience on social media Explore More Resources on The CX Tipping Point Study CX expectations are highest in the U.S. 26% U.S. France Germany UK 15% 14% 11% 70% expect immediate response to complaints 67% 62% expect consistent levels of service across physical and digital channels expect real-time response on their preferred channel of communication U.S. consumer expectations across industries 71% of U.S. consumers will avoid a company based on a bad experience in the past year 46% of U.S. mobile customers switch brands due to poor CX Failure to meet customer expectations will cost you 3X 3X After a positive experience with a brand, people will... An Ipsos + Medallia study: U.S. CX matters more than brand reputation for service industries 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.” Brand Reputation Personal Experience 63% 30% Online retail is outpacing customer expectations compared to other industries 23% 15% 73% 65% 67% 65% 80% 77% 17% 11% Offline retail Mobile network providers Hotels Online retail exceed expectations meet expectations exceed expectations meet expectations exceed expectations meet expectations exceed expectations meet expectations exceed expectations meet expectations exceed expectations meet expectations Insurance Banking 19% 19% Percent of US customers who indicated their expectations were met or exceeded over the last 12 months. Percent of customers with higher expectations than two years ago. Weighted average across all industries The CX Tipping Point

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