It’s simple: the better the experience a customer has, the more likely they are to purchase again and recommend your business. READ MORE
For businesses, this means gaining and retaining more customers, ultimately leading to better financial returns.
But our research reveals the importance of customer experience is far greater than many of us thought. A customer experience that customers rate as ‘good’ is not enough to retain them as customers. Loyalty falls away quickly unless customer experience is ‘very good’ or ‘outstanding’.