Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up?
Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.
The research speaks for itself. Now more than ever, customer experience has a direct impact on a company’s bottom line. Customer experience is a crucial differentiator, and a direct driver of profitability. This is something you simply can’t afford to leave to chance. So if you recognize there is room for improvement in your organization’s customer experience, where should you begin?
Leading organizations have found where the customer experience foundation is: the contact center. Knowing how much the customer experience matters today — and how much more it will matter tomorrow — it makes sense to think strategically about how to move the needle in your company.
To improve customer experience, begin at the contact center. Customers are demanding a great experience, and top-tier brands are seeing exceptional ROI when they start with their contact center to enhance customer experience. Consumers want more options: 87% are more willing to do business with companies that offer more ways to communicate with them. Plus, speed has never mattered more — 94% of customers expect companies to direct them to the method of contacting them that resolves their situation in the quickest way.
The directions consumer preferences are trending, the role customer experience plays in keeping your best customers and how the customer experience perception gap impacts your buyer journey tells an impactful story.
Want to learn more, and take the first steps towards a stronger customer experience? Join us for our interactive discussion March 28, when our team of experts and a fellow contact center leader will present our exclusive research, plus actionable insights all about who matters most: your customers. Register for our March 28 webinar: Making Customer Experience a Competitive Differentiator.