According to an online article on www.CustomerThermometer.com  the following research showed the value of a great customer experience:

54% of customers have higher expectations for customer service today compared to one year ago.
This percentage jumps to 66% for consumers aged from 18 to 34 years old.
Microsoft

Gartner predicts that 89% of businesses are expected to compete mainly on customer experience.
Gartner

Gartner have also predicted that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations.
Gartner

Worldwide, 67% of people believe that customer service as a whole is improving.
Microsoft

In 2017, 64% of Americans contacted some form of customer service.
Statista

52% of people around the globe believe that companies need to take action on feedback provided by their customers.
Microsoft

Around the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
Microsoft

When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one.
Zendesk

A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor.
Bain

34% of companies are implementing “customer journey mapping” into their customer service.
Salesforce

70% of consumers say they have already made a choice to support a company that delivers great customer service.
American Express

Service insight and knowledge is also key to a good experience according to 62% of consumers.
American Express

Americans will pay 17% more to do business with firms with great reputations when it comes to customer service.
American Express

52% of consumers say they have made an additional purchase from a company after a positive customer service experience.
Zendesk

90% of customers are influenced by positive reviews when buying a product.
Zendesk

More people read positive reviews of customer service online than negativ