5 Stats to Reshape Manufacturing Customer Experience in 2022

Bhagyashri Kambale | November 20, 2021 | 755 views
MANUFACTURING-CUSTOMER-EXPERIENCE
The manufacturing business has always prioritized providing the excellent and most user-friendly products worldwide to its target consumer groups. However, digitalization and customer interaction approaches have altered the manufacturing industry's traditional business model.

Now, manufacturers must prioritize improving the customer experience for their target consumer group and keeping up with new trends daily to flourish and remain competitive in the upgrading market. Because, in the end, the buyer is the one who drives your business and generates money. Manufacturers are committing significant efforts to improve the customer experience in the following years.

To assist manufacturers in their sincere efforts to improve the customer experience in the manufacturing industry, we have compiled some key facts that must be understood and executed by the industry's or business-specific needs.

Before going into manufacturing customer experience statistics, it's essential to understand why customer experience is so critical in the manufacturing industry.

 

The Importance of Customer Experience in Manufacturing





Customer service and experience are critical components of any business, which is true in the manufacturing sector. Customer experience can be described as any activity taken by a business to positively influence a customer's impression and opinion of the business, its products, or services.

“You’ve got to start with the Customer Experience and work back toward the technology, not the other way around”

– Steve Jobs.

Customer experience benefits your business in a variety of ways, including the following,
  • It increases customer retention
  • It increases the customer lifetime value
  • It creates brand loyalty
  • It influences brand reputability
  • It can deliver businesses with a competitive edge.

 

Manufacturing Customer Experience Statistics





Make your manufacturing business more customer-centric and reap the benefits that many customer-centric companies, such as Apple, Nissan, and Chick-fil-A, are experiencing.

To better understand what the customer and industry have explored regarding the customer experience in 2022, below are some statistics from well-known businesses.

#Stat 1

Businesses that prioritize customer experience see an 80% increase in revenue.
(Source: Forbes)

A positive customer experience increases customer interest in the product and acts as a form of word-of-mouth marketing. This way, the business benefits from increased sales and organic promotion by genuine consumers, critical for any manufacturing organization.

# Stat 2

73% of customers say that customer experience influences their purchasing decision.
(Source: PWC)

Customers are not solely concerned with the product's quality or pricing. Instead, they are interested in the complete experience they get while purchasing a product. Therefore, if customers have a negative experience during the purchasing trip, it is pretty likely that they will leave the purchase process in the middle and hunt for other viable solutions on the market. Whereas, if the purchasing journey and post-purchase service are satisfactory, they will gladly purchase the goods and suggest new clients to your business.

# Stat 3

By 2023, AI and machine learning will manage around 40% of all consumer contacts.
(Source: Super Office)

Manufacturing production and revenue are increasing as a result of technological advances and applications. However, the customer experience is not far behind in implementing cutting-edge technology like AI, VR, and AR. For instance, chat bots are the best example of how artificial intelligence, natural language processing, and machine learning are being used to increase consumer engagement.

Virtual interaction is becoming more prevalent in the manufacturing industry daily, and both manufacturers and customers like this digital interaction.

“Our interactions with our customers have become much more virtual, which frankly seems to work well for the customer and us.”

-Scott Heide, Chief Executive Officer at Engineering Intent Corporation

Technology application in manufacturing will be maximized, and businesses intend to automate the customer experience by 2023.

# Stat 4

According to 70% of customers, an ideal customer experience should be quick, convenient, and cooperative, as well as friendly.
(Source: Adobe)

Customer service is a skill, and it's always a good idea to put yourself in your clients' shoes. According to an Adobe study, 70% of customers want a quick and convenient service that saves them time. In addition, they anticipate full collaboration throughout the purchasing process, including post-purchase servicing.

# Stat 5

72% of customers with a good consumer experience will tell six or more people about it.
(Source: Nice Reply)

In the first statistic, we discussed word-of-mouth marketing. You will always receive referrals for the excellent products or services you provide to your target consumer group. Customers that have a positive experience will always bring you two additional potential customers, and this number will grow exponentially with each pleasant experience delivered by your organization.

 

How did MacDonald's plan to increase revenue simply by improving the customer experience?

When McDonald's revenues started to decline, they focused on the customer experience rather than marketing strategies.

They began by listening to their clients and giving them a more streamlined experience. Customers told McDonald's to simplify the menu, increase order accuracy, and use higher-quality ingredients.

McDonald's also improved store interiors and introduced digital self-order kiosks and table service, reducing customer wait times. BTIG predicted a 4.1% increase in revenues as these modifications were made. As a result, McDonald's may outperform competitors by improving total customer service.

Final Words

Customer experience is crucial in manufacturing, and manufacturers must leverage digital customer experience trends to improve their reputation. These a fore mentioned customer experience statistics can assist you in shaping a compelling client experience for 2022 and propelling your organization to new heights of success.

 

FAQ


Why should a manufacturing company invest in customer experience?

Client experience improves customer retention, builds brand reputation, and gives companies a competitive edge. So manufacturers must invest in the consumer experience.

What is the difference between customer service and customer experience?

Customer service is one aspect of the customer journey, whereas consumer experience is the sum of all customer encounters with the brand.

What does a customer experience include?

Customer experience is the overall perception of your business or brand. It is the consequence of a customer's engagement with your website, customer service, and the product they purchase. So, it is the aggregate of all elements from browsing to buying to the product experience.

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