The Content Guide to Better CX
Over the past few years, customer experience (CX) has become a focal point for businesses looking to create value in an increasingly competitive landscape. In a world with so many choices, if you’re not delivering the kinds of positive and engaging experiences your customers expect, they’ll take their business elsewhere.
That, of course, can have serious implications for your bottom line. Figure 1 below compares two companies with identical growth rates and illustrates how churn slows growth over a five-year period.
Back in 2014, an Accenture report cast light on this reality when it described the “switching economy,” the $6 trillion global challenge — and opportunity — that organizations face as customers routinely take their business from one company to another.1 Among the primary reasons cited as to why so many customers were changing who they did business with were issues like “confusing websites, staggering call center wait times, and difficulty solving their problems no matter which channel they used.” In short, customers were fed up with the lackluster experiences brands were delivering….Read More
This article is posted at acrolinx.com
Please fill out the form to access the content