This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line.
Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.
As a consumer, how do you feel when you receive a poor customer experience?
You’re most likely going to become a detractor. This means you will be less motivated to engage with this company again. Further, you may speak negatively about your experiences with other people.
Conversely, if you have a positive experience with a company, you may become an advocate. When we advocate for a business, we recommend it to other people. Positive recommendations are extremely valuable, helping businesses to grow.
Salesforce conducted a survey in 2018.
