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Stat | Action | Source | Month/Year |
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71% of SMBs say their customers expect online transactions. |
|
Small and Medium Business Trends | 09/2021 |
41% of SMBs have accelerated their investments in customer service technology over the past year. |
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Small and Medium Business Trends | 09/2021 |
53% of SMBs use customer service software. |
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Small and Medium Business Trends | 09/2021 |
44% of SMB owners/leaders believe their employees expect the ability to work remotely. |
|
Small and Medium Business Trends | 09/2021 |
62% of SMBs say their business could not have survived the pandemic using technology from a decade ago. |
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Small and Medium Business Trends | 09/2021 |
72% of SMBs have increased their company’s online presence over the past year. |
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Small and Medium Business Trends | 09/2021 |
79% of SMBs plan to offer contactless services permanently. This is higher in given industries like consumer goods (96%), retail (91%), financial services (86%), and travel & hospitality (78%). |
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Small and Medium Business Trends | 09/2021 |
67% of SMB leaders say community support has been important to their company’s survival. |
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Small and Medium Business Trends | 09/2021 |
69% of SMBs say government support has been important to their company’s survival. |
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Small and Medium Business Trends | 09/2021 |
70% of executives say that improved employee experience leads directly to improved customer experience. |
|
The Experience Equation | 11/2020 |
43% of executives in employee experience functions say resistance to cultural change is the top obstacle companies face in improving exployee and customer experience. |
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The Experience Equation | 11/2020 |
40% of executives say that creating teams that combine employee experience and customer experience skills is the best way to drive growth. |
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The Experience Equation | 11/2020 |