Customer experience encompasses the entire journey, from consideration and purchase or service use and (hopefully) repeat purchase or advocacy.
If you are at the beginning of your CX journey and trying to determine why customer experience is important to your business, take a look at some of the stats below, taken straight out of our recent whitepaper for some reassurance:
1. Customer experience leaders claim putting the customer at the centre will build customer loyalty, make employees happier, achieve revenue gains of 5 to 10%, and reduce costs by 15 to 25% - within two or three years.
2. It’s expected that by 2022, two-thirds of CX projects will make use of IT, up from 50% in 2017.
3. While 67% of CMOs say optimising customer experience is an organisation-wide priority, only 45% believe they’re realising the full potential of new customer technologies – and just 3% believe they’re highly effective at personalising experiences in near or real-time across one of more digital channels.
So where do you begin with your customer experience projects? With a sound strategy and clear objectives!
For more comprehensive insights around customer experience, download your copy of the whitepaper, Personalising the Customer Journey: How new technologies are redefining CX here.