Customer Experience (CX) is Necessary
Your customers love you for the product or service you provide them.
But unfortunately, some may dread interacting with your company. Maybe they see it as cumbersome, inconsistent, or maybe they just want something more. No matter what the reason, you can be sure they are telling others about it.
THERE'S GOOD NEWS
You can change negatives to positives.
You can change customers’ experiences AND realize tangible business improvements.
72% of consumer and 89% of business buyers say they EXPECT companies to understand their unique needs and expectations.
In today’s environment,
CX is top of mind for all clients; this includes consumers and enterprises alike.
Customer Experience is important to THEM…
but, is it equally important to YOU??
Customer Experience is often confused with Customer Service, but they are not the same.
Simply put – Customer Service is reactive, whereas Customer Experience is proactive.
Customer Experience is often confused with Customer Service, but they are not the same.
Simply put – Customer Service is reactive, whereas Customer Experience is proactive.
CX is the total sum of all interactions a customer has with your company.
Are you already thinking about CX? If NO... you should! If YES... great, but -
If you don’t take ACTION… you need to.
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Business silos do not automatically unite on their own
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Social media gives clients a megaphone to tell their story
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Nurturing existing clients is more profitable than acquiring new customers
And your clients expect it!
Empowered clients are more willing than ever to try new brands and quickly discard others. Client demographics and preferences have evolved, businesses need to evolve with them.
If you take the WRONG action… CX Fails.
According to research and surveys in the industry,
‘less than one-third of CX initiatives are successful’. Said differently, two-thirds are failing to deliver on CX promises.
Are these companies just ‘bad’ at CX or managing projects? No. More likely this was a new endeavor without clear direction that led to failure.
Some report less than 25% observed any tangible benefits from their CX efforts.
CX is complicated. No matter who you are, there are going to be obstacles to overcome.
We are here to help you plan right and deliver right.
We guide our customers through successful CX investments.
We simplified the path to CX