Customer experience management has a clear impact in three specific fields. Therefore, developing it properly is key to achieving maximum profitability.
a.- Impact on Customer Loyalty
Based on different studies, it has been established that a negative Customer Experience increases the loss of customers, estimating that for every 5 customers with a negative experience, the company will lose one customer.
b.- The impact of the CE on margins .
Price sensitivity doubles when a problem occurs and doubles again if these problems reoccur. On the other hand, if the customer is captivated, loyalty (loyalty rate) can rise by 30%, making these customers less price sensitive. It is a key action in customer experience management.
c.- A third impact is in the so-called Boca a Oreja.
A negative customer experience causes 2-4 times more negative word of mouth. We cannot forget that 92% of global customers trust the recommendations of friends, colleagues and family more than any other form of advertisement.
We will continue developing this topic, but if you have specific questions, do not hesitate to send them to us. We will be happy to help you. Send your doubts through THIS FORMULARY .