– 93% of C Level executives consider improving Customer Experience (CX) as a top strategic priority in 2016. 28% of this group have named improving CX as the top priority
– 96% of unhappy customers don’t complain; 91% of them will leave & never come back
– A dissatisfied customer will tell between 9-15 people about their poor experience
– 70% of buying experiences are based on how the customer feels they are being treated
– 55% of customers would pay extra to guarantee a better experience
– 89% of people switch brands as a result of poor experience
– Customers who had a positive experience will spend 140% more compared to those who had a negative experience
– Retaining a customer costs four times less than attracting a new customer
– Keeping just 10% of current customers will result in a 30% increase in the value of your company
Sources: Accenture, Forrester, McKinsey Research & Havard Business Review