Customer experience (sometimes labelled CX) is a hot topic in 2022. It has been a hot topic for some years and will remain so for some years to come. While customer experience is not the ‘silver bullet’ some seem to think, it is nonetheless a critical issue for most, if not all, businesses. Consider these […]

Customer experience (sometimes labelled CX) is a hot topic in 2022. It has been a hot topic for some years and will remain so for some years to come. While customer experience is not the ‘silver bullet’ some seem to think, it is nonetheless a critical issue for most, if not all, businesses. Consider these statistics: In 2022, global spending on customer experience is estimated to reach $640 74%of customers will switch brands if the purchasing process is too difficult for them. 32%of customers “break up” with a favourite brand after one poor customer experience. 86%of customers’ break up’ from a brand after two poor experiences. While advertising can drive enquiry – the customer experience has a direct impact on every factor relevant to the lifetime value of a customer, including: Conversion rates. The average sale.   Repeat business rates. Referral rates. The average dissatisfied customer will share their experiences with 9…