New Research Reveals Impact of Emotive CX on Customer Acquisition and Loyalty

NewVoiceMedia has released new research revealing the value of providing emotive customer experiences – and the cost of botching the moments that matter most in CX. Our latest studies explore the impact of emotive CX on sales and service in both the US and the UK. Below are some highlights.

US sales

74% of US sales reps believe building emotional connections with prospects is important for closing deals. Click here to Tweet. 

65% of US sales reps failed to make an emotional connection with the majority of their prospects in the last 12 months. Click here to Tweet. 

48% of US sales reps feel getting immediate assistance from a highly qualified rep is the most critical driver to providing prospects with positive emotive experiences. Click here to Tweet.  

UK sales 

74% of UK sales reps believe making a personal connection with a prospect means they’re more likely to enter the sales pipeline. Click here to Tweet.

65% of UK sales reps failed to make an emotional connection with the majority of their prospects over the last 12 months. Click here to Tweet. 

39% of UK sales reps feel being connected to a highly knowledgeable sales rep is the most critical driver to providing prospects with positive emotive experiences. Click here to Tweet. 

US service

Bad customer experiences cost US businesses $75 billion a year. Click here to Tweet. 

86% of US consumers would be more likely to do business with a company again if they made a positive emotional connection…. However, they felt emotional connections with just 30% of companies. Click here to Tweet. 

If provided with good customer service, 66% of US consumers would be more loyal to the business. Click here to Tweet. 

If provided with good customer service, 65% of US consumers would recommend the company to others. Click here to Tweet. 

If provided with good customer service, 48% of US consumers would spend more money with the company. Click here to Tweet. 

In an era of empowered and ultra-connected consumers, being able to contact a company through any channel is the top driver of feeling emotionally connected to a brand (43%). Click here to Tweet. 

Faced with poor customer service, 39% of US consumers complain publicly via social media. Click here to Tweet. 

UK service

Half of UK consumers ditched a business last year following poor customer service. Click here to Tweet.  

53% of UK millennials ditched a business last year following poor customer service. Click here to Tweet. 

63% of UK consumers would be more likely to do business with a company again if they felt they’d made a positive emotional connection... However they felt emotional connections with just 13% of companies. Click here to Tweet. 

If provided with good service, 55% of UK consumers would be more loyal. Click here to Tweet.   

If provided with good service, 47% of UK consumers would recommend the company to others. Click here to Tweet. 

To learn more about the US research results, download the full reports on sales and service.

 To learn more about the UK research results, download the full reports on sales and service.