It used to be that providing quality products, affordable prices, and friendly service were enough to attract and retain customers. These factors are still important to today’s customers, but more than that they want a great digital customer experience (CX). Countless studies and research illustrate the benefits of providing a superior customer experience. For instance, consider that:
- 89% of consumers indicate that they are more likely to make a purchase after a positive customer experience.
- 50% of customers say they will switch to a new brand following one poor customer experience.
- 36% of consumers will share their good or bad customer experiences with others, with more than 33% indicating that they will post about the experience on Facebook.
- 5% increase in customer retention rates can boost profits between 25% and 95%.
- 70% of the customer journey is attributable to how customers feel that they are being treated.
