How to be a ‘customer experience’ ninja

TODAY’S customers are quick to punish companies for negative experiences. Nearly two-thirds of consumers say that within the past year they have avoided a brand because of a bad experience, according to a recent Medallia study.

Investing in customer experience (CX) – a customer’s perception of your brand based on every interaction they have with it – pays off quickly and helps offset bad customer experiences. Forrester research shows that CX leaders grow revenue five times faster than companies that deliver a poor customer experience. Companies that made CX a top priority saw gains of up to 20% in customer satisfaction and employee engagement while their customer service costs decreased by 20%, according to McKinsey.