Esther Labrie is language specialist and content manager at Quadient. Joining the company in 2010, Esther specialized in upcoming themes in online marketing like digital communications, omni-channel and Big Data. Esther creates content that focuses on building a bridge between online marketing and customer centric selling. She enjoys music and literature and likes to spend time with friends and family.
Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses. Quadient makes sure customers are enabled to deliver an excellent experience that will help them outperform the competition. This blog talks about some of the most obvious but also complex insights that demonstrate why focusing on CX really is a good idea.
Focusing on CX is great for business
Studies show that 81% of customers are willing to pay more for good service. Companies that deliver a great customer experience outgrow companies that do not. Brands that deliver a superior customer experience become more profitable. Great CX makes your existing customers more valuable by improving the customer life cycle while at the same time making it easier and less costly to acquire new customers.
Customers demand better experiences through omni-channel
75% of consumers and business buyers expect a consistent experience whenever they engage with brands, regardless of the time or channel, be it on social media, in-person, or on the phone.
Within omni-channel, mobile really matters
82% of customers use their smartphones to research the products they want to buy while in the store. They use search engines, the official brand websites, as well as recent newsletters featuring the brand or product. A great omni-channel experience is vital, provided that the mobile experience is given priority; recent studies show that consumers check their phones 150 times per day, spending more than two hours on it daily.
Clever technology combined with quality data is the heart of a successful CX strategy
The rapid adoption of the smartphone has generated many billion-dollar start-ups like AirBnB and Uber. They have positioned mobile CX and quality data at the center of their communications. Their customers return time and time again, because the experience is excellent; it makes their lives better, easier, cheaper, or more fun. Companies such as Apple and Amazon, that skilfully manage the entire CX across channels, have reaped huge rewards. Focusing on CX will give any business a boost: from excellent customer satisfaction, improved customer loyalty and reduced churn, to increased revenue and profits.