Customer Experience Definition and Improvement

It has been shown that a customer’s perception of an organisation is built as a result of their interaction across multiple-channels, not through one channel, and that a positive Customer Experience can result in increased share of wallet and repeat business.

Market Research suggests that:

• It is at least 5 times more difficult to get a new client than to keep an existing one
• On average, each dissatisfied client will tell 10 others
• Only 4% of dissatisfied clients will actually complain
• Only 10% of unhappy clients will stay loyal if their complaint is not dealt with promptly
• Unhappy clients whose problems are dealt with promptly will become your best ambassadors

The aim of the Customer Experience provided by your company should be to transition customers from being satisfied, to loyal, to eventual advocates of the business.

Our approach to Customer Experience engagements is governed by a simple 5 step process: