1 in 3 customers will leave a brand they love after just one bad experience,.Customer experience is set to be the number one brand differentiator in recent years.This is why companies that deliver a superior customer experience outperform their competitors - and this means they'll be spending more with your business (and less in theirs!).įor example, here's a few statistics that caught our eye: So, if you treat your customers poorly or ignore their customer service emails, then they are more likely to stop doing business with you. The happier you are with a brand, the longer you stay with them. Simply put, happy customers remain loyal. If you want your customers to stay loyal, you have to invest in their experience! In fact, according to a global CX study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. 7 ways to improve the customer experienceĬustomer experience (also known as CX) is defined by the interactions and experiences your customer has with your business throughout the entire customer journey, from first contact to becoming a happy and loyal customer.ĬX is an integral part of Customer Relationship Management ( CRM) and the reason why it’s important is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer.How important is the customer experience?.Is Customer Experience the same as Customer Service?.Ready to increase your investment and improve your customers` experience? In fact, our own research found that only 44% will increase the investment in their CX initiatives. Surprisingly, less than half of all organizations will be investing in the customer experience next year. That's a 70% increase in revenue within 36 months!Ĭompanies who successfully implement a customer experience strategy achieve higher customer satisfaction rates, reduced customer churn and increased revenues. Meanwhile, the Temkin Group published a study and found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Research by American Express found that 86% of customers are willing to pay more for a better experience. It’s no surprise that customer experience is so high. If you guessed ‘ customer experience’ (or CX), you guessed right. We surveyed 1,920 business professionals and asked them what the top business priority is for the next 5 years - and once again, the same answer came out on top.Ĭan you guess what the top priority for a business is?
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