One of my favorite days of the year has rolled around again. Happy Customer Experience (CX) Day to my fellow CX professionals and companies around the globe that create great experiences for their customers! I’m at the airport waiting for a flight to see one of my favorite customers, and I am very grateful that Qvidian has a customer-centric culture and strong employee engagement. It’s wonderful working for a company that has true “customers first” commitment from the CEO. But shockingly, 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree. [Bain & Company]
In years past I reflected on the important role sales plays in CX efforts, focusing on their buyers to deliver better customer experiences. This year, I want to highlight a few numbers we should all be aware of.
- It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. [White House Office of Consumer Affairs]
- 54% of consumers shared bad experiences with more than 5 people, and 33% shared good experiences with more than 5 people. [Zen Desk Dimensional Research]
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80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree. http://bit.ly/1QWnQ8u
So take pause and think about if you are truly providing your customers the experience they expect – and deserve. A simple reminder can help you get your sales teams back on track if your customer focus is lost. Qvidian will be attending many upcoming events, so if you or your team are in attendance, be sure to stop by and say hi and hear how our customers are improving the experience for their buyers.
Wishing you a wonderful CX Day 2015!
