How many customers can you afford to lose?
If you deliver a poor customer experience, chances are you are losing customers and struggling to get new ones.
Here are just 12 of the ways a poor customer experience could impact your business performance today.
Customer experience (CX) for cost reduction
If your customer experience is poor, then you spend time addresses issues. You may even have a whole team of people doing nothing else. This cost is necessary, and perhaps it boosts sales. But, if your customer experience is compelling, your customer service team can become part of your income-generating operations. The same people can onboard, deliver or develop new products and services. So you can recruit and satisfy more customers.
You can also eliminate other costs. For example, if you sell products, you can minimise returns, reducing the cost of logistics, distributor charges, handling and disposal. Or when you develop new products or services, using the voice of the customer can help you both decrease the number of in-service modifications and lengthen life cycles.
As an additional benefit, you will spend less money selling to happy customers than recruiting new ones.