- What if your organization could consistently deliver great customer experiences by monitoring your customer’s journey?
- What if it could do this in real-time, and engage to influence the outcome?
- What if it could avoid the #Fail fall-out?
Brand Loyalty & The Empowered Consumer
In the eyes of its customers, an organization’s ability to deliver an experience that sets it apart from its competitors increases customer spending and inspires brand loyalty. If a customer has a lackluster experience, they are unlikely to remain a loyal customer.
Customers receive some kind of experience, ranging from positive to negative, during the course of buying goods and services. Each customer interaction, across all channels, creates an experience and together they define the customer perception of an organization that strongly influences willingness to remain loyal. Companies don’t get to decide how customer centric they are; rather customers are the ultimate decision makers. This decision is based not solely on the experience delivered in the current interaction, but also on the experience delivered across several prior interactions. A positive experience not only creates a longstanding and loyal relationship, but research shows that happy customers spend more.
A totally satisfied customer contributes two-and-a-half times the annual revenue that a somewhat-satisfied customer generates and fourteen times the revenue of a somewhat dissatisfied customer. However, deliver a negative experience and the same customer becomes a brand detractor whose voice and influence become a risk to not only that individual relationship, but impacts other current and future customers. Nine of out ten will stop doing business with your organization, and one-third will share, through social networks, their negative experience that will influence future customers.With empowered customers and increasing choice, competitive advantage will rely more on the customer experience delivered than on any other business strategy.
So we asked ourselves:
- What if you could ensure each customer interaction ended on a positive note?
- How valuable would it be to have each customer a social media brand advocate?
- How empowering would a positive outcome be for employees and your customers?
Contact us today for the answers we found. www.cxengage.com
