How important is customer experience (CX)? According to a report from the Temkin Group, an organization with $1 billion in annual revenue can achieve an average revenue increase of $823 million per year with only a moderate increase in customer satisfaction.
Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share.
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting from point A to point B is becoming increasingly pressure-filled. And when you consider that according to the International Air Transport Association (IATA), the number of air travelers will increase from 4 billion in 2017 to 7.8 billion in 2036, it’s clear that flying isn’t going to become any less stressful in the near future.
The contact center is constantly evolving.
Customers are the chief drivers for business. Without them, operations simply wouldn’t exist. Having top-notch products and services along with a way to effectively market them is how you’ll attract customers but when it comes to retaining them, both customer service and customer experience management have a huge impact on their loyalty.
When it comes to selling both B2C and B2B products and services, customer experience is rapidly becoming the deciding factor for buyers. In fact, according to the research firm Walker in its study “Customers 2020,” within the next two years, it will overtake products and price as the most important differentiator of a brand.