A recent study completed by Business Insider indicated that 66% of consumers are willing to spend more money at a company that gives them an excellent customer experience. Conversely, 60% of consumers have canceled a purchase due to a poor customer experience!
Also, consider that consumers are five times more likely to engage with a sales representative who provides helpful insights and that it takes 12 positive customer experiences to negate the damage from one negative experience!
Based on this compelling evidence, it is hard to understand why businesses don’t spend more money training employees and building systems, processes and tools to ensure a great customer experience!
Good and Bad Customer Experiences