Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Consumers want to help improve companies' CX

But they don't believe the brands are listening

The result, of course, is a negative impact on sales and long-term brand loyalty. The study surveyed 5,300 consumers across five countries (Australia, Canada, India, U.K., and U.S.) and found that 92% agreed that CX is an important factor in their purchase decisions and long-term brand loyalty.

More than 8 out of 10 customers indicated they're willing to spend more for a better customer service experience, placing greater emphasis on their personal experience vs. convenience. Bad personal experience (79%) and poor brand reputation (65%) were also cited as the biggest influences in making a purchase.

Despite this, 52% of those surveyed said that, over the last year, CX did not improve or was worse. The biggest offenders: banks, in-person retail, and credit card companies.

Ninety-five per cent (95%) of consumers, however, are willing to help brands improve in these and other areas. Unfortunately, 75% believe brands are simply not listening to their feedback, and one in ten believe businesses will never use customer feedback to inform business decisions.

"The past year has seen a fundamental shift in how consumers interact with brands, forcing companies to change the way they engage with and stay close to their customers," said Nicole Kealey, Chief Strategy Officer, Alida. "Being reactive is no longer a viable business strategy. Our study shows that business leaders are missing out on a tremendous opportunity to harness the insight and opinions directly from their customer base to create a better customer experience, drive sales and increase customer loyalty."

Ignoring customers comes with consequences - 4 out of 5 consumers state that they are highly motivated to do business elsewhere after a bad customer experience. The majority of respondents stated that they are also likely to leave a bad review, something that can have a negative long-term impact on a business given that negative social reviews influence the purchase decision of six in ten respondents.

"As all industries look to best navigate a post-pandemic world, companies must understand that one of their most important assets to success is a happy customer," adds Kealey. "A customer who has enjoyed your products, services and experiences will come back again and recommend you to their friends and family. But competition will become fierce and optimizing every step of the brand experience will be critical. To do so, brands must integrate CX into their overarching business strategy and employ the tools they need to truly understand their customers and take action."

The full report has been made available to download (free) from Alida's web site at https://www.alida.com

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)