Why does Customer Experience Matter?
With thousands of options at their fingertips, customers hold all the power. While the quality of your product is important, 81% of companies find the biggest differentiator for business is customer experience (CX).¹ To build brand loyalty and receive public praise, make your customers feel valued throughout the entire customer’s journey.
Not only does a focus on CX affect your company’s reputation, it directly affects your sales. Studies show that American consumers will pay 17% more to purchase from a company that provides a great experience³, and 84% of companies that work to improve their CX report a revenue increase.¹ Specifically, brands with superior customer service bring in 5.7x more revenue than competitors that lag.²
¹ “Global Customer Experience Benchmark Report,” Dimensions Data, 2017
² “Why personalization is key for retail customer experiences.” Dicso, Jim, CEO Sunday Sky, 2017
³ “#WellActually, Americans Say Customer Service is Better Than Ever,” American Express, 2017
* Must meet qualification criteria to get comprehensive CX Audit.