Did you know that consumers are willing to pay more for a better customer experience?
If yours is one of the 75% of businesses that believe they are customer-centric, you’ll be interested to know that only 30% of consumers agree. Shoppers value a good customer experience so much that 8 out of 10 consumers are willing to pay more for it.
“It costs six to seven times more to acquire a new customer than it does to keep an existing one,” says certified customer experience professional and consultant Julia Ahlfeldt. “Businesses that choose not to embrace CX run the risk of delivering negative experiences, which erode loyalty. Over time, these companies will gradually lose favour with customers, and their market share will diminish as consumers vote with their feet.”
According to PwC, reimagining the customer experience can gear you up for business success in 2019 and beyond
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