Customer Loyalty Findings
Did you know?
95% of senior business leaders believe that the next competitive differentiator is Customer Experience.
Customer loyalty through price and technology are temporary at best. Customers seek and are willing to pay for and return to “experiences.” But what are “superior Customer Experiences?”
Did you know?
80% of companies believe they deliver a superior Customer Experience. Only 8% of their customers agree.
Little is known about the composition and emotional determinants of Customer Experiences. The result is that many organizations misperceive the quality of Customer Experiences they provide.
Did you know?
Companies lose 50% of their “satisfied” customers.
“Satisfaction” of task needs through products and services and efficiencies in systems, processes, and touch-points are not critical factors in building lasting loyalty. The sense of “bonding” that occurs in Customer Experiences is more personal and emotional.
Did you know?
Only 14% of customers leave for product reasons; 68% leave because of poor treatment by employees.
The strongest determinant of loyalty in Customer Experiences is whether customers perceive employees to be acting as their advocates and view them as being committed to their needs, feelings, and future experiences.
Did you know?
Only 4% of unhappy customers ever complain; 90% of non-complainers simply Did you know? go elsewhere.
Customer Experiences need to be compelling, personal, AND consistent. One bad experience and you’ll lose them. And you’ll probably never know it or know why. In over 10 years of working with successful loyalty-builders like Dell, BMW, Verizon Wireless, Edward Jones, Progress Energy, and Ernst & Young, we’ve seen one consistent success determinant: Employee ownership of Customer Experiences.
Did you know?
The average value of customers is 10 times their initial purchase. The cost to attract a new customer is 6 times the cost to save one.
We’ve created a program based on these findings called Creating CEOs™: Customer Experience Owners.™ Creating CEOs empowers employees to be responsible customer advocates who build loyalty with even the most challenging customers, while enhancing teamwork, sales, and profitability.
Did you know?
Low service-quality companies average 1% ROS and lose 2% market share a year. High service-quality companies average 12% ROS and grow 6% a year.
Call or email us now to:
- Increase customer loyalty
- Create consistent, superior Customer Experiences
- Create a customer-focused culture
- Gain competitive advantage
- Increase sales and profitability
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For more information, contact:
Sales Effectiveness, Inc.
570 W Crossville Rd Suite 103
Roswell, GA 30075
770-552-6612
www.saleseffectiveness.com