What Are The Critical Moments In Your Customer Journey?
What is holding organizations back from implementing a truly data-driven customer strategy?
What Are The Top Methods By Which Marketers Can Drive Revenue And Improve Margin?
54 percent of customer service professionals strongly agree that CX is more important now than it was two years ago.
44 percent of consumers are more likely to tell others about their negative experience—either online or offline.
In the United States the estimated cost of customers switching due to poor service is $1.6 trillion.
42 percent of consumers have purchased more after a good customer service experience.
45 percent of customers are willing to pay more for better customer service
Customers are 5.2 times more likely to purchase from companies with a great customer experience.
50 percent of C-suite marketers said their organization uses no consistent measure of their customers’ experience.
Only 23 percent of B2B marketers claim to have a customer-centric—versus a channel- or product-centric—organizational structure.
86 percent of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.
By 2016, 89 percent of companies expect to compete mostly on the basis of customer experience, versus 36 percent four years ago.
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