Enhancing the Customer Experience in 2025

Retailers in the independent channel have the opportunity to cater to specific customer needs, tailoring their offerings and providing personalized customer service. According to the 2023 Zendesk Customer Experience Trends Report, over 50% of customers will switch to a competitor after a single unsatisfactory customer experience. Here are ten customer experience statistics from the report to keep in mind when considering how to best serve your customer base.

High Customer Expectations

• 60% of consumers have purchased something from one brand over another based on the service they expect to receive. 
• 90% of businesses have stated that they have made customer experience their primary focus.
• 49% of customers who left a brand to which they’d been loyal in the past 12 months say it’s due to poor customer experience.
• Customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.
• ​​64% of customers will spend more if a business resolves their issues where they already are.

The Importance of Personalization 

• 60% of consumers report they will become repeat buyers after a personalized purchasing experience.
• 62% of consumers agree that personalized recommendations are better than general ones.
• 86% of B2B customers expect companies to be well-informed about their personal information during service interactions.
• Companies that grow faster drive 40% more of their revenue from personalization than their slower-growing counterparts.
• 88% of online shoppers are more likely to continue shopping on a website that offers a personalized experience, including 96% of Gen Zers and 97% of Millennials.

Continually enhancing the customer experience will keep customers coming back, increase trust and drive success for your business.