Surprising, we know, but it's true.
You can no longer simply rely on the quality of your philippines number products and services or the more than fair prices you have set. Rather, these are times, once again, when the customer is king. And their experience with the task of purchasing your products online is quickly gaining more importance than the gratification they received from the item itself.
According to statistics published by Nicereply , the estimated cost of a consumer switching due to a bad experience is $1.6 trillion in the US alone, while the same masses are willing to pay up to 16% more if the satisfaction derived from the process is higher.
Some studies show that a company that provides a pleasant experience to its customers is 17% more likely to grow each year compared to its peers. Research has also found that these companies have a 68% chance of improving their online reputation within a five-year span.
These statistics in themselves show the true value of a good customer experience . Some other important reasons could include the following:
Increase in income
Only when a consumer likes your services as well as your product, will they keep buying the same thing again and again. Plus, there is a higher chance that they will spread the word about you to their family and friends. This gives you a steady stream of income that keeps growing with each passing day.
Customer retention
Regardless of how long they have been loyally associated with your brand, people are always looking for better deals and products. However, if the pleasure of interacting with your staff and processes exceeds their expectations, they will want to continue with your company even at a higher cost.
Employee Experience
An employee's experience during their time with you is just as important as that of your consumer, because at the end of the day, what people buy is sold to them by someone on your team and ensuring that both parties have fun doing it is a sure way to ensure that they both stay with you for the long haul and do everything they can for the benefit of the same.
Key CX metrics to track and improve
While we are sure there are various measures of customer satisfaction out there and your organization has its own tools to measure its heights, here we have compiled for you a list of some key metrics that you can track in real-time to determine where you stand.