Customer experience is critical for
the entire C-suite to understand.
Customer experience is the new differentiator.
Since 89 percent of businesses are soon expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers over, a recent Gartner survey shows. Furthermore, a Forrester survey noted 90 percent of customer experience decision makers say that a good experience is critical to their success.
Good customer experience retains business.
Companies with a social care program experience a 7.5 percent year-over-year increase in customer retention – those without only see a change of 2.9 percent according to an Aberdeen research study.
Customer experience can directly impact your bottom line.
86 percent of buyers will pay more for a better customer experience, but only 1 percent of customers feel that vendors consistently meet their expectations, says Forbes.
Your competitors are changing their priorities.
Improving the customer experience is a strategic priority for 73% of businesses, yet only 1% of companies deliver an excellent customer experience, according to the 2015 Forrester Research Customer Experience Index.
Technology is rapidly changing customer expectations.
By 2020, the customer will manage 85 percent of its relationship with an enterprise without interacting with a human, according to Gartner.