The sense of purpose that binds us all together, the emotional connections between us and the consistency that collectively we deliver drives success and growth for both our customers and yours. Emotional connections with brands provide a much greater guarantee of continued loyalty than customer satisfaction and service.
When customers engage with you, they have high expectations about how they want to be treated and they want to be treated like a valued partner. Research suggests that by 2020 customer experience will be a more important consideration for customers than price or product and with that in mind a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer does, and 14 times as much revenue as a somewhat dissatisfied customer. This is the essence of all that we do at CXY, the success of our customers that in turn is filtered down to their own is why we exist. We recognise that non existent or ineffective customer experience management creates internal waste and harms the bottom line as three quarters of consumers switch to a brand competitor after just one bad experience. As a direct result of this, acquiring a new customer costs 7 times more than maintaining an existing one so investing in your existing customers will certainly pay off and it’s only a matter of time until you see positive results.
The CXY methodology integrates with our customers and has been referred to as the ‘Coca-Cola recipe’. We base everything on the basic principles of psychology – a feeling that creates a thought, which creates an action, which creates an outcome. We overlay this with commercial acumen, operational excellence and a desire to truly engage – building relationships for life and keeping things simple.
Our customers enjoy working with us – we do what we say we are going to do and they regard us as part of their team. Leaders in Customer Experience deliver, on average, 17% of revenue growth within 5 years, whereas poorer customer experience departments deliver 3% over the same period. Downplaying it's importance is no longer an option for businesses, as the voice of the customer continues to get louder and louder.