Customer Experience (CX) Benefits
Impact of Closing Your Customer Experience Delivery Gap
Possible Customer Experience (CX) Benefits
What customer experience (CX) benefits could you realize by transforming your customer experience?
80% vs. 8%
A Bain and Company study revealed 80% of the firms believed they provided a “superior experience” to their customers. But only 8% of those customers said the companies were really delivering a great customer experience.
Possible Benefits
Would higher customer retention, lower customer service costs, higher customer lifetime value, customers willing to pay more, providing additional customer self-service options, reducing customer attrition, eliminating poor customer service, increasing positive word of mouth and producing phenomenal compound annual growth impact your business?
1.7X Higher Customer Retention
Source: Forrester
52% of Customers Willing to Pay More
for a better customer experience.
Source: Forbes
US companies lose $1.6 trillion yearly
due to poor customer service
Source: Accenture
33% Lower Customer Service Costs
Source: Deloitte
67% of customers prefer self-service
vs. speaking with a company rep
Source: Zen Desk
17% Compound Annual Growth Rate
compared to 3% for CX laggards
Source: Harvard Business Review
1.6X Higher Customer Lifetime Value
Source: Forrester
89% of Customers Go to a Competitor
after a poor experience.
Source: Customer Thermometer
72% of customers with good experiences
will share with six+ people.
Source: Nice Reply
Customer Experience Transformation
Aurelius Transformation, LLC
Phoenix, Arizona | Vancouver, Washington