How Improve Your Customer Experience Therefore To Create Customer Satisfaction, Retention and Loyalty?
One of the big challenge of companies is to be able to improve their customer experience, therefore, to create customer satisfaction, retention and loyalty in the today competitive growing market. Every interaction that company has with customers is a chance or an opportunity to build customer satisfaction, retention and loyalty- or to lose him.
Effective CRM Integration Model:
Why improve your customer’s experiences? The reasons are multiple:
- Acquiring new customers can cost six times more than satisfying and retaining current customers.
- A 2%-5% increase in customer retention can improve the profits over 5%+ and reduce the cost by 10% – 15%.
- According to some sur-veys loses the average company circa 10% -20% of its customers each year.
- A 2%-5% reduction in customer defection rate can enhance profits by 20%-125%, depending on the industry.
- Obvious, the customer profitability rate increases over the customer lifetime cycle.
In fact it is good to assess that small experience improvements between customer and employees can result in a significant increase in loyalty and is also the leading indicator of future growth and revenue.
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