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EFFECTIVE CX, LEADS TO INCREASED REVENUE AND MORE LOYAL CUSTOMERS

According to Bain & Company, customer experience (CX) increases loyalty and promotors of brands, and companies that excel at CX drive revenues 4-8% higher.

Forrester found that the brands and companies that manage customer experience (CX) the best, enjoy 5.7 times more revenue than those that lag.

According to PWC, 73% of consumers say a good experience is key in influencing their brand / company loyalties, which leads to superior financial performance.

Companies whose conversion rates improved last year are conducting 50% more A/B tests.

BEATING CUSTOMERS’ EXPECTATIONS LEADS TO HIGHER ROI

The greatest Return on Investment (ROI) does not come from monitoring transactional/operational data (ad clicks, heat maps, sales figures, etc.) Rather, it’s understanding the customer and their journey better e.g., are expectations being met/exceeded (sales go up), or are they dropping out at a particular site element (missed revenue opportunity).

Transactional/Operational (One-Dimensional)

Success: Did the customer achieve their goals?

Customer Experience (CX is Three-Dimensional)

Expectation: How did their journey go versus expectations?
Effort: How easy or hard was it for them to achieve their
goals?
Emotion: How did interacting with your company make
them feel?

WE CAN HELP YOU IMPROVE ROI IN TWO WAYS

Improve Customer Experience (CX) both online and on location

Improve Content Efficacy (A/B Testing)

EFFECTIVE CX, LEADS TO INCREASED REVENUE AND MORE LOYAL CUSTOMERS

Actions customers are very likely to do based on their experience

METRICS USED FOR CX IMPROVEMENT OVER TIME.

NPS scores (Promotors, Detractors, Passive).
Percentage (of customers) at Risk,
Percentage (of customers) to upsell or new opportunities.
How often a customer engages with Walmart’s site vs. other retailers’ sites?
Customer Loyalty Index
Trust Metrics
Likert Scales (strongly agree, agree, neither agree or disagree, etc.)
Categorization of open-ended questions
Behavioral Questions (e.g., expected usage over the next six months)