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Bringing the ‘Customer’ Back Into Customer Experience

April 1, 2021

Via: CMSWire

The importance of happy customers cannot be overestimated. Harvard Business Review has noted that companies who achieve industry leading NPS scores for several years in a row grow revenue 2.5 times faster than their peers and deliver two to five times better shareholder returns for years to come. Unfortunately keeping those customers happy is not so easy — PWC found that one in three customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.

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