Customer Experience For Dummies
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If you can’t persuade your chief financial officer (CFO) and other senior leaders of the value of great customer experience, then scare tactics may be your only option. In other words, you’ll have to show them how poor customer experience can hurt your bottom line — and help that of your competitors. Here are some handy statistics:

  • Studies suggest that failing to deliver a high-quality customer experience can result in an erosion of your company’s customer base by as much as 50 percent over a five-year period.

  • After enduring a poor customer experience, 88 percent of consumers do business with a competitor.

  • Poor customer experience has caused 78 percent of consumers to bail on a transaction.

  • Given the opportunity, 60 percent of Americans would try a new brand for a better service experience.

  • Dissatisfied customers are mouthy. Witness: Some 13 percent of dissatisfied customers tell more than 20 people of their bad experience, while 61 percent tell between 5 and 7.

About This Article

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About the book authors:

Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.

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