Customer experience is overtaking price and product as the key brand differentiator.
80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree. (Bain & Company).
Most support team members are experts in their areas, but many support teams lack CX experts. Even organizations that have excellent design teams often use these design teams only for product development, as if the support experience isn’t part of the customer experience.
Companies that focus on customer experiences are 60% more profitable compared to companies that don’t (Deloitte). Experiences that include digital interactions are easier to improve.
Customer experience is a major driver of future revenue. What we found after controlling for other factors that drive repeat purchases in a transaction based business, customers who had the best past experiences spend 140% more compared to those who had the poorest past experience. – Harvard Business Review
Stakeholders must understand the relationship between customer experience, loyalty, and profit. Your company’s future depends on it.