InfographicWhy Customer Experience Matters

Why Customer Experience Matters

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“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou

• 86% of buyers will pay more for a better customer experience.
  Source – Forbes, 2020
• 32% of consumers said they’ve cut ties with a brand they love over a single poor customer experience.
  Source – PWC, 2018
• Companies lose over $75 billion every year due to poor customer experience.
  Source – New Voice Media, 2018
• CX drives over two-thirds of customer loyalty, more than “brand” and “price” combined.
  Source – Gartner, 2020

Steps Towards Enhancing Your CX Program

Take Advantage of the ‘Honeymoon Period’

This is when relationships are built, and expectations are set.

Take a Walk in the Customer’s Shoes

Understanding the triggers and touch points along the journey will help identify the pain points of the customer’s experience.

Re-design the Journey

Make specific modifications to touch points in the customer journey to improve the experience and end the journey with repeat business.

Re-visit Longitudinal Analysis

• Define success criteria
• Develop metrics to evaluate success
• Build a short-term customer panel
• Measure criteria throughout the experience
• Explore the “paths”

Leverage Technology to Your Advantage

• Virtual communities
• Online panels
• Mobile platforms

Use an Integrated Approach

Employing a hybrid of qualitative and quantitative methods improves CX understanding and strategy.

“We see our customers as invited guests to a party, and we are the hosts. It is our job to make the customer experience a little better.”
– Jeff Bezos, CEO, Amazon

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