Why does Customer Experience matter?

 

The landscape for serving customers today is not the same as it was a decade ago – or even a few years ago. Customer behavior has drastically changed. And many organizations are slow to respond. Today customers are king.  They decide who they do business with and companies can no longer differentiate themselves on product and price alone.  The customers perception of their experience with your company becomes the most important differentiation.  Customers are expecting engaging and personal experiences that foster relationships with your brand or company.  

 

Here are some alarming statistics from a recent poll conducted by Harris Interactive.

 

  • 86% of customers will pay more for a better customer experience (relationship)

  • 89% of customers began doing business with a competitor after a poor experience.

  • 79% of customers who shared complaints about a poor customer experience online had their complaints ignored.

  • 50% of customers give a company only one week to respond to a question before they leave.

 

So what do customers want?

 

  • 73% want to engage friendly employees or customer service representatives

  • 55% want the ability to easily find the information or help they need.

  • 36% want personalized experiences

  • 33% want brands with a good reputation

 

Every executive or employee has their own opinion on how well their company takes care of their customers.  Unfortunately few have solid, reliable, and active customer satisfaction programs in place that would validate these opinions.  Even the best customer satisfaction programs become marginalized when insufficient and inconsistent thought, support, and energy is put into them.  

 

What programs (if any) do you have in place today to measure, understand, and improve the experiences your customers are having with your company?  This is where CX Navigators can help so contact us now for more information.