MORE = 5XMORE · 2019-08-28 · [CX factors] are worth paying more for? PwC Future of Customer...
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LAUNCH YOUR CX & WATCH PROFITS SOAR CX LAUNCHPAD HOW CAN FOCUSING ON CX BOOST PROFITS? Unresolved issues, missing items or information, long waiting times, uninformed customer service reps, seemingly no way to get in touch... sound familiar? Despite organisations coming to terms with the fact that the main differentiator between them and their competitors is CX, these issues are all too common. Efficiency Convenience Friendly service Knowledgeable service Easy payment Human interaction Up-to-date technology Personalisation Easy mobile experience Which of the following [CX factors] are worth paying more for? PwC Future of Customer Experience Survey 2017/18 of buyers are willing to pay more for a great customer experience1 86% 73% of buyers point to customer experience as an important factor in purchasing decisions1 of buyers find a positive experience with a brand to be more influential than great advertising1 65% 67% of customers mention bad experiences as a reason for churn1 unhappy customers complain1 making it hard to assess the damage Only 1/26 1in3 Customers say they will walk away from a brand they love after just one bad experience2 These stats show that not only are customers willing to pay more for their calls and online chats to be answered and issues to be resolved quickly, but also that these things are fundamental to building brand loyalty, word of mouth, and repeat patronage. If you can prevent 5 customers walking away to a competitor, you can generate the equivalent of 25 new customers in revenue, making customer experience, pound for pound, one of the best investment areas when calcualting ROI. 5X NEW CUSTOMERS COST MORE 5X RETAINED CUSTOMERS ARE WORTH MORE = DOES YOUR ORGANISATION NEED A CX BOOST? Get in touch with our CX specialists for an audit of your customer experience and send your ROI skyward today. www.dcs.tech/customer-experience 1https://www.superoffice.com/blog/customer-experience-statistics/ 2https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf [email protected] www. T E we are
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LAUNCH YOUR CX & WATCH PROFITS SOAR
CX LAUNCHPAD
HOW CAN FOCUSING ON CX BOOST PROFITS?
Unresolved issues, missing items or information, long waiting times, uninformed customer service reps, seemingly no way to get in touch... sound familiar?
Despite organisations coming to terms with the fact that the main di�erentiator between them and their competitors is CX, these issues are all too common.
E�ciency
Convenience
Friendly service
Knowledgeable service
Easy payment
Human interaction
Up-to-date technology
Personalisation
Easy mobile experience
Which of the following [CX factors] are worth paying more for?
PwC Future of Customer Experience Survey 2017/18
of buyers are willing to pay more for a great customer experience186%
73% of buyers point to customer experience as an important factor in purchasing decisions1
of buyers find a positive experience with a brand to be more influential than great advertising1
65%
67% of customers mention bad experiences as a reason for churn1
unhappy customers complain1 making it hard to assess the damage
Only
1/26
1in3Customers
say they will walk away from a brand they love after just one bad experience2
These stats show that not only are customers willing to pay more for their calls and online chats to be answered and issues to be resolved quickly, but also that these
things are fundamental to building brand loyalty, word of mouth, and repeat patronage.
If you can prevent 5 customers walking away to a competitor, you can generate the equivalent of 25 new customers in revenue, making customer
experience, pound for pound, one of the best investment areas when calcualting ROI.
5XNEW CUSTOMERS COST
MORE 5XRETAINED CUSTOMERS ARE WORTH
MORE=
DOES YOUR ORGANISATION NEED A CX BOOST?
Get in touch with our CX specialists for an audit of your customer experience and send your ROI skyward today.
www.dcs.tech/customer-experience
1https://www.supero�ce.com/blog/customer-experience-statistics/2https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
[email protected] www.T Ewe are
