“Delivering a great customer experience” has become imperative in business. Competition is tougher than ever and the Customer Experience, for most all of the companies I work for is a top strategic objective.
Of course that makes sense. When customers have great experiences with your company they are more likely to buy more, more willing to tell others and act as referral sources. This makes doing business easier and your bottom line more robust. An increase of only 5% in your profitable customers can drive 25% – 100% more profit to your bottom line.