Waking Up to Customer Experience [INFOGRAPHIC]

Ray Hartjen
Ray Hartjen
Guest Contributor

When customer experience goes wrong, what’s the impact on your brand and what does it take to win customers back?

In today’s global marketplace, customer experience is a critical differentiator, regardless of industry. Even if customer experience goes well, there’s no guarantee of customer retention. But, if the customer experience goes poorly, a brand can expect a 65 percent drop in customer spend the following year.

And, that’s not all! 

The good news is that brands can plan to minimize the negative impact of customer experience fails and work to immediately win customers back.

The powerful infographic below comes from “The Global CX Wakeup Call: An SDL CX Research Report, May 2015,” and provides insights into consumer perceptions across nine countries and three shopper generations. For more information and to download the full research study results, visit: www.sdl.com/cx-wakeup.

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Voice of Customer infographic