Bad experiences drive customers away faster than you think. Even brands with a long history of success could lose a quarter of their customers in a single day after just one bad experience. According to Annex Cloud, 37% of customers will never buy from a brand again if they have a poor experience. Zendesk research shows the number is even higher, with 50% of consumers saying they’ll switch brands after just one bad experience.
The truth is that there is no such thing as unconditional loyalty in guatemala whatsapp resourceV the markets. However, there is, and it is undeniable, a strong correlation between customer experience and loyalty : when it comes to choosing which brand to buy from, customers are faced with more valid options and their loyalty can be much more easily lost than gained.
The best way to combat customer churn, increase retention and loyalty , and ultimately solidify growth is to invest in the customer experience and use customer insights to continually improve —in other words, commit to a great customer experience .
Improving the customer experience is an iterative process . A recent study commissioned by Qua l trics revealed that positive experiences directly increase purchases and referrals, and that focusing on building emotional connections with customers has an even greater impact. Retaining existing customers requires motivating them, convincing them to make repeat purchases (reinforcing patterns that the company knows best), and offering them upsells and cross-sells that align with their needs, wants, and goals. These efforts translate into increased sales , higher customer lifetime value (CLV) , and a more predictable revenue stream .
Customer experience is the new competitive advantage
Before the advent of digital, the customer experience was driven exclusively by in-store or direct interactions. Today, it is instead articulated in the set of interactions with customers, physical and virtual, that occur on every available platform, from the first contact to the consolidated relationship. Customer experiences will continue to evolve in the coming years, both because new technologies will shape them and because, at the same time, they will reconfigure the methods of interaction.
The technologies being developed today are set to strengthen the customer experiences of tomorrow: artificial intelligence, cloud technology, augmented reality, voice assistants and interactive and personalized communication solutions will continue to shape the standards of customer experiences . This is why investing in customer experience has never been more necessary.