ICONIC by Scott McKain

Author:Scott McKain
Language: eng
Format: epub
Publisher: Forefront Books

* * *

THE IMPORTANCE OF THE EXPERIENCE

More times than I care to remember, I’ve had sales professionals or managers challenge me on this. They suggest the old saw that service is the first step of the next sale—as if the experience did not contribute to making the initial sale possible. That’s asinine!

While you may have seen these (or similar) statistics quoted previously, now is a good time to review the importance of the customer experience in generating sales for your organization:

• According to the [customer experience research firm] Temkin Group, 86 percent of those who received an excellent customer experience were likely to repurchase from that company, compared to only 13 percent of those who had a very poor customer experience (more than 6 times more likely).

• The Temkin Group also found that those who received excellent customer experiences were 11 times more likely to recommend the company than those who had a very poor customer experience (77 percent vs. 7 percent, respectively).

• Forrester Research found that customer experience leaders grow revenue faster than laggards, with leaders seeing a 17 percent compound average revenue growth rate, compared to only 3 percent for their customer experience laggard counterparts.

• When it comes to down competing on price or the experience, Gartner found that 64 percent of people found customer experience to be more important than price when it comes to purchasing something.38

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.