To thrive in today’s consumer-empowered environment, brands need to deliver the very best possible customer experiences when, where and how consumers want it. The Annual Customer Experience Impact report shows, yet again, the importance of customer experience; consumers demand it, they will pay more for it and if we don’t deliver, the repercussions can be severe.
A few key take-aways from this year’s report:
- 86% of consumers will pay more for a better customer experience
- 89% of consumers began doing business with a competitor following a poor customer experience
- 79% of those who shared complaints about poor customer experience on a social networking site, like Facebook or Twitter, had their complaints ignored
I encourage every executive interested in creating competitive differentiation and driving growth in 2012 to get closer to your customer. You can start by reading the CEI report to better understand today’s consumer.
Happy New Year!
