Impact of customer experience management.

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.

 

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