This is an excerpt from “The Survival Guide to Customer Experience” — our new ebook featuring insights and advice from 20 CXM thought leaders. To learn more about today’s customers and how to manage their ever growing expectations, download the full ebook here: https://spr.ly/ebook-custexp

1. © Sprinklr 2015. All rights reserved.
What You
Should Know
About The
Modern
Customer

2. © Sprinklr 2015. All rights reserved.
60%-90%
of in-store purchases
are influenced by
online research.
Source: Experian

3. © Sprinklr 2015. All rights reserved.
2X
as many customers
are likely to share a
negative experience
with a business than a
positive one.
Source: NewVoiceMedia

4. © Sprinklr 2015. All rights reserved.
A happy customer
will tell about
4-6 people
about their
positive experience.
Source: White House Office of Consumer Affairs

5. © Sprinklr 2015. All rights reserved.
An unhappy customer
will tell about
9-15 people
about their
negative experience.
Source: White House Office of Consumer Affairs

6. © Sprinklr 2015. All rights reserved.
1%
of customers feel that
vendors consistently
meet their expectations.
Source: CEI

7. © Sprinklr 2015. All rights reserved.
80%
of customers say that
companies do not have
the context of their last
conversation.
Source: CEI

8. 74%
trust recommendations
from a “friend” on social
media.
67%
will spend money
after getting
recommendations from
their “friends” on online
communities.
Source: Gigya, McKinsey
© Sprinklr 2015. All rights reserved.

9. 90%
will look at online
reviews before making
a purchase.
Source: Gigya
© Sprinklr 2015. All rights reserved.

10. © Sprinklr 2015. All rights reserved.
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© Sprinklr 2015. All rights reserved.
Download the free Customer Experience Ebook