Why Customer Experience is Paramount to Brand Building
CX Today reports on the latest customer experience technology news from around the globe.Read similar CRM news here…
Today, even the most popular and globally leading brands cannot afford to deprioritise CX and still expect customers to return to purchase their products. Studies suggest that nearly 1 in 3 customers would stop doing business with a brand they love after a single negative experience. In the US, 6 in 10 customers will walk away from a brand after multiple negative experiences.
As much as the branding experience (shaped by marketing and advertising) builds awareness and the product quality converts customers, it is CX that retains them and prevents churn in a highly competitive business environment.
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