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Customer Service and Personalization: Key Insights for Exceptional Experiences and Brand Loyalty

In today’s highly competitive business landscape, customer service, and personalization have become paramount in establishing strong brand loyalty and driving sustainable growth. As customer expectations continue to evolve, businesses must adapt to meet their demands for exceptional experiences and tailored interactions. This comprehensive list of facts showcases the significant impact of customer service, the power of personalization, and the insights from frontline workers. From the influence of positive interactions on brand loyalty to the growing preference for digital channels and the role of personalization in driving conversions, these facts provide valuable insights for businesses striving to create exceptional customer experiences. Dive into this compilation and discover the key factors shaping customer expectations and the strategies that can elevate your brand’s customer service and personalization efforts.

1) Customer service interactions significantly influence brand loyalty, according to 97% of consumers and 98% of contact center managers.

2) A majority of consumers (61%) are willing to pay a premium of at least 5% for a positive customer experience.

3) Negative contact center experiences have led 60% of consumers to switch brands.

4) For 70% of brands, there is a direct correlation between customer service and overall performance.

5) Building trust is crucial as 87% of customers actively avoid purchasing from untrusted brands.

6) CX leaders (74%) recognize the importance of improving content and knowledge delivery to enhance customer and employee experiences.

7) A positive customer service experience increases the likelihood of customers making repeat purchases, as stated by 81% of customers.

8) Easy access, self-service options, and professional agents are key factors influencing brand loyalty, as reported by 95% of consumers.

9) Customer service plays a positive role in the growth of 64% of companies, according to their leaders.

10) Leaders (60%) acknowledge that customer service significantly contributes to customer retention.

11) Experience matters just as much as products or services for 88% of buyers.

12) When customer service effectively solves their problems, 80% of consumers feel a stronger emotional connection to a brand.

13) In 2022, the decline in CX quality was observed in only 19% of brands, marking the lowest rate in 17 years.

14) The number of customer-obsessed companies in the U.S. decreased by 7%, with only 3% of companies falling into this category in 2022.

15) Trust in companies to act in society’s best interest has increased to 68% among customers, compared to 59% in 2020.

16) Consumers exhibit less patience today, with 39% reporting reduced tolerance levels compared to before the pandemic.

17) A majority (54%) of consumers perceive brands to treat customer service as an afterthought.

18) Despite increased demand and challenges, overall customer satisfaction has improved by 2% since 2020.

19) Within the past year, 49% of customers have experienced more instances of bad customer service compared to the previous year.

20) A significant proportion (56%) of consumers believe most companies treat them as mere numbers.

21) Customers (60%) often feel like they are communicating with separate departments rather than a unified company.

22) Trust is established with 59% of customers when interacting with the brands they engage with.

23) An alarming 62% of companies fail to respond to customer service emails.

24) Only 20% of companies manage to provide comprehensive answers to customer questions in their initial reply.

25) Frustration has led 61% of consumers to hang up the phone mid-conversation with customer service agents.

26) On average, customer service requests receive a response time of 12 hours and 10 minutes.

27) The rude behavior of agents has been experienced by 73% of consumers.

28) Resolving their questions often requires multiple follow-ups for 65% of consumers.

29) Customers engage with companies using an average of nine touchpoints.

30) Digital channels account for 60% of customer touchpoints.

31) Phone interactions remain the preferred customer service channel for nearly 80% of consumers.

32) Free shipping is deemed the most critical factor in making a purchase for 18% of consumers.

33) Seamless transition between channels is desired by 73% of consumers.

34) Video support is rated positively by 94% of customers.

35) More than 80% of consumers have shopped across at least three channels within the last six months.

36) Environmental practices influence the purchasing decisions of 78% of customers.

37) Changing priorities, lifestyles, or financial situations have led 71% of customers to switch brands in the past year.

Expectations: Customers Want Convenience and Connection

38) Demonstrating empathy is considered powerful in building a strong relationship with the brand, according to 86% of consumers.

39) A majority of consumers (65%) only have love for fewer than three brands.

40) Following a negative experience, 66% of consumers have made the commitment to never shop with a brand again.

41) A significant portion (70%) of Americans desire deeper, more personal connections with brands.

42) Consumers (38%) expect customer service agents to possess contextual knowledge about their queries.

43) Within one hour of posting a question on a brand’s digital channels, 52% of consumers expect a response.

44) Immediate interaction with a representative is expected by 83% of customers.

45) The expectation for a brand’s reply within 24 hours is held by 93% of customers.

46) Understanding unique needs and expectations is anticipated from companies by 73% of customers.

47) Consistent conversational service is expected by over 70% of customers during every interaction with a brand.

48) Solving complex problems with the assistance of a single person is an expectation of 83% of customers.

49) By 2025, 75% of brands plan to incorporate AI-based selling.

50) Leaders (94%) believe that AI can enhance customer self-service.

51) Digital channels are preferred by 57% of customers for engaging with companies.

52) Contact centers should prioritize agent training over adding additional channels, according to 70% of consumers.

53) A website equipped with a chatbot is preferred by 47% of consumers.

54) Nearly half (48%) of consumers feel comfortable with interactions managed by bots.

55) The ability to ask questions by replying to a message is desired by 90% of customers.

56) Chat is the preferred digital channel for most customers (52%).

57) A majority (66%) of chats occur on mobile devices.

58) Customer satisfaction with customer service via messaging channels is reported by 67% of customers.

59) Over half (54%) of brands consider their chat feature inadequate.

60) The average first response time for chat inquiries is 48 seconds.

61) A quick switch from messaging chat to voice chat is desired by 95% of customers.

62) Satisfaction with interactions with chatbots is expressed by 64% of consumers.

63) Customers (89%) want two-way conversations with brands through messaging channels and apps.

64) The majority of consumers (69%) attempt to solve issues independently.

65) For simple questions, 59% of customers prefer self-service options.

66) While only 11% of businesses prioritize smarter self-service, 36% of consumers want it to be a priority.

67) The investments in self-service have been increased by 62% of brands.

68) More self-service options are desired by 81% of customers.

69) Faster response times are seen as the greatest benefit of self-service by 34% of consumers.

70) Adoption of video support has witnessed a 47% increase since 2020.

71) Only 10% of newly built digital platforms have achieved full-scale adoption by customers.

72) At most brands, only 20% of digital contacts remain unassisted.

73) Highly integrated digital platforms account for just 12% of total platforms.

Contact Centers and CX Leadership: What Do Frontline Workers Think?

74) CX leaders (90%) acknowledge that customer expectations have reached an all-time high.

75) A majority (61%) of CX leaders have experienced an increase in total calls.

76) Contact center leaders (58%) anticipate further increases in call volumes over the next 18 months.

77) Digital customer experience is deemed extremely or very important by 79% of executives.

78) The ability to deliver amazing customer experiences has been affected by remote work, according to 91% of marketers.

79) Customer experience is not prioritized by the C-Suite in 40% of organizations.

80) Contact center agents play an essential role in driving sales, as recognized by 71% of leaders.

81) Metrics for agent productivity and retention have received increased focus from 65% of leaders.

82) Balancing speed and quality poses a challenge for contact center agents, with 78% finding it difficult—an increase from 63% in 2020.

83) Customers have higher expectations than in previous years, as reported by 88% of contact center agents.

84) 79% of agents note that customers are more informed now than in the past.

85) The phone channel remains preferred for resolving complex issues, according to 81% of agents.

86) A majority of agents (54%) perceive customer service as a revenue generator rather than a business cost.

87) Agents agree (85%) that customers are more likely than ever to share positive and negative experiences.

88) Empowering contact center agents to solve issues without strict scripts would foster greater loyalty for 82% of customers.

89) The employee experience has an impact on the customer experience, according to 74% of consumers.

90) Having empathy in service interactions is considered highly important by 54% of consumers.

The Power of Personalization: Customers Want to Be Seen

91) Brands excelling in personalization enhance customer loyalty 1.5 times more effectively than those with poor personalization.

92) Feeling understood and valued, rather than discounts and loyalty perks, is crucial for brand loyalty, as expressed by 74% of consumers.

93) More personalized experiences lead to a higher likelihood of purchase, according to 80% of consumers.

94) A majority (64%) of consumers prefer to purchase from brands that have a deep understanding of them.

95) Expectations for companies to understand their unique needs and expectations are held by 73% of customers.

96) Brands that successfully implement personalization strategies have a greater chance (49%) of attracting consumers.

97) Relevant product recommendations are considered the top way (52%) to make customers feel understood.

98) Despite efforts, personalization often falls short of meeting customers’ needs or preferences, as noted by over 50% of consumers.

99) 73% of brands have intensified their efforts to deliver personalized experiences to customers.

100) Personalization has a significant impact on customer strategy, according to 71% of CX leaders.


Spechy’s CRM system is a powerful tool that can significantly enhance the customer experience. By seamlessly integrating customer data from various touchpoints, it enables businesses to gain a holistic understanding of their customers. This comprehensive view allows companies to personalize interactions, anticipate customer needs, and deliver timely and relevant solutions. With Spechy’s CRM system, businesses can streamline communication channels, providing customers with consistent and efficient service across multiple platforms. Additionally, the system’s analytics capabilities empower businesses to identify trends, patterns, and customer preferences, enabling them to proactively address concerns, offer tailored recommendations, and ultimately foster long-lasting customer loyalty. Overall, Spechy’s CRM system plays a vital role in optimizing customer experience, fostering meaningful relationships, and driving business growth.

Spechy is an all-in-one omnichannel communication solution for contact centers, customer support teams and more.


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