Customer experience management has a clear impact in three specific fields. Therefore, developing it properly is key to achieving maximum profitability. We present these three ideas here today, but we will develop them in subsequent articles much more in depth.
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. We recommend you this article which develops this topic in more detail.
b.- The impact of Customer Experience 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. Controlling the evolution of acceptance of the customer experience has an impact on the profitability of the company, here we give you more information.
c.- A third impact is in the so-called Boca a Oreja.
A negative customer experience causes 2-4 times more negative impact through 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. Knowing the opinion is being able to influence the mouth to ear.
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 .