Why a Great Customer Experience Matters
Posted: Wed Jan 22, 2025 6:28 am
According to studies by McKinsey & Company, enhancing the customer experience can decrease customer churn by almost 15%, and provide potential increases in win rates of nearly 40%. ET Brand Equity research suggests that 77% of consumers have chosen, recommended or paid more for a brand that provides a personalized experience or service.
Numbers aside, consistently providing a benin whatsapp number data positive customer experience can differentiate your organization from competitors in a highly congested market. For instance as a retailer or eCommerce player, you could distinguish yourself from others in the arena by providing consumers clear, concise, and readily accessible information about your products, together with exceptional support and a personalized experience at all stages of the customer journey.
If you operate in the Banking and Finance sector, you can meet customer expectations by providing quick and easy access to your product or service offerings across multiple channels (mobile app, social media, etc.) – as well as 24/7 support and advice.
If your organization offers Transport and Logistics services, you can ensure customer satisfaction by providing timely and efficient delivery, real-time information and support, and seamless experiences for your clients across all touch points.
While this may all sound great in principle, the MarTech Alliance has recently observed that nearly 48% of businesses admit that the customer experience they offer is below or significantly below their customers’ expectations, while just 31.5% believe they exceed those expectations. You need to be aware that there are operational and communications-based challenges that can work against your ability to provide a great customer experience.
Numbers aside, consistently providing a benin whatsapp number data positive customer experience can differentiate your organization from competitors in a highly congested market. For instance as a retailer or eCommerce player, you could distinguish yourself from others in the arena by providing consumers clear, concise, and readily accessible information about your products, together with exceptional support and a personalized experience at all stages of the customer journey.
If you operate in the Banking and Finance sector, you can meet customer expectations by providing quick and easy access to your product or service offerings across multiple channels (mobile app, social media, etc.) – as well as 24/7 support and advice.
If your organization offers Transport and Logistics services, you can ensure customer satisfaction by providing timely and efficient delivery, real-time information and support, and seamless experiences for your clients across all touch points.
While this may all sound great in principle, the MarTech Alliance has recently observed that nearly 48% of businesses admit that the customer experience they offer is below or significantly below their customers’ expectations, while just 31.5% believe they exceed those expectations. You need to be aware that there are operational and communications-based challenges that can work against your ability to provide a great customer experience.