Focus effectively on customer experience (CX) and your business will witness significant performance improvements across the top- and bottom-line.
This is just one of the key takeaways from our new white paper, ‘How to Raise the Customer Experience Bar in the Digital Age’, in which we take a deep dive into a vast breadth of research establishing the impact CX can have on a company’s performance.
We’ve found that CX could soon even replace product and price as the key brand differentiator as the ever-advancing digital age redefines expectations and gives customers more choices than ever before.
However, we’ve also discovered that there may be a huge lag between companies’ commitment to customer experience and actual performance. Why is this, and how can companies succeed with the help of new technologies?
Download our white paper to learn:
- Why customer expectations are often not met
- Which success formula enables your business departments to create outstanding customer experiences
- How to select a suitable customer experience solution
Let’s take a look at a few of the key takeaways from the report.
The Rising Tide of Customer Expectations
Today, CX matters more than ever to customers. In the digital age, buying is an experience, not just a transaction – and customers are willing to pay more for exceptional buying experiences. According to the second edition of the State of the Connected Customer report from Salesforce Research, over two-thirds (67 percent) of customers will pay a premium to companies that offer superior experiences, creating opportunities for not only competitive differentiation, but increased or even new revenue streams as well.
But the CX difference works both ways – and today’s customers are just as likely to take their business away from a company on the basis of CX as they are to be drawn to one. 57 percent of customers have stopped buying from a company because a competitor provided a better experience, while 62 percent say they share bad experiences with others – including on peer review sites and social media.
The bottom line is this – in 2019 and beyond, customer experience matters more than ever, and how well a brand can cultivate memorably positive connections with customers will define its success in the market.